PLEASE NOTE! This job posting was previously listed with a different description under job posting number SRQ149628. Candidates who were previously considered for this position do not need to be considered again!

Start: As soon as possible, 36 hours per week
Duration: 6 months with the option to extend
Rate: max €95, including MSP fee, depending on education and work experience
Self-employed: No
Location: The candidate will be at the Arnhem Bellevue office one day per week, on Wednesdays. In consultation with the team, a second day may be added. 
Screening: Basic, Certificate of Good Conduct (VOG)
The working language of the team is Dutch

IT Service Management Consultant

Every day, Alliander works to build a future-proof energy grid for millions of households and businesses in the Netherlands. The energy transition requires reliable, scalable, and forward-looking digital services. Within IT, Alliander provides the digital solutions needed to support the continuity, security, and innovation of the energy supply. In this environment, service management plays a key role in ensuring and improving the quality of IT services. 

Fit4Future or ART context 

The assignment will be carried out within ART DR&E. Within this environment, work is focused on improving, professionalizing, and further developing IT services and the underlying service management processes across the various business units. The consultant operates in a complex environment involving various stakeholders, suppliers, and IT teams, and actively contributes to stable and future-proof service delivery. 

The role 

As an IT Service Management Consultant, you combine a broad knowledge of ITIL Service Management with in-depth expertise in Monitoring & Event Management. You develop a clear vision and direction for the practice and translate this into frameworks, principles, and a feasible growth path. 

You address fundamental design questions: when does an event lead to an incident, where do detection, filtering, and correlation logic take place, how do different monitoring solutions work together, and how are noise reduction, enrichment, routing, and automation implemented. In doing so, you integrate monitoring and observability—including Dynatrace—with ITSM processes and the business and supply chain context. 

You will assess the current state of maturity and fragmentation and design a future-proof operating model in which responsibilities, decision-making, and accountability are clearly defined. The goal is to move from reactive recovery to early detection, prevention, and data-driven improvement, without assuming that all monitoring will be carried out centrally. 

You’ll work closely with product management, architecture, IT teams, platform teams, and operational stakeholders. You’ll combine vision and analysis with a pragmatic approach to implementation, build buy-in, and also support broader ITSM and improvement initiatives within ART DR&E as needed. 

Key responsibilities 

 Developing and communicating the vision, principles, frameworks, and roadmap for Monitoring & Event Management. 

 Contribute ideas regarding the target architecture and the positioning of monitoring, observability, event management, and ITSM tools. 

 Establish decision-making frameworks for event classification, event-to-incident mapping, impact, priority, enrichment, routing, and automation. 

 Contribute to the design of guidelines for noise reduction, deduplication, correlation, threshold values, ownership, and the placement of logic in source or sink systems. 

 Determine how various monitoring solutions and Dynatrace observability work together to provide comprehensive insight into the supply chain and services. 

 Conduct a maturity analysis and translate the results into a realistic growth path from reactive to proactive and preventive work. 

 Translating ITIL guidelines into practical standards, processes, roles, work instructions, and management information. 

 Guiding teams through implementation and adoption. 

 Facilitating workshops, decision-making, knowledge sharing, and collaboration among IT, business, architecture, and vendors. 

 Contribute to broader ITSM issues and improvement initiatives within ART DR&E. 

Qualifications and Experience 

 HBO-level work and thinking skills. 

 At least 3 years of demonstrable experience in setting up, configuring, and ensuring the reliability of Monitoring & Event Management, both in terms of process design and tooling. 

 Broad and up-to-date knowledge of ITIL, with demonstrable expertise in Monitoring & Event Management. 

 Experience in developing visions, frameworks, standards, and roadmaps for monitoring and event management issues. 

 Demonstrable knowledge of event classification, correlation, noise reduction, automation, and the integration between monitoring and ITSM platforms. 

 Experience with observability principles and platforms; knowledge of Dynatrace and how it compares to other monitoring solutions is a strong plus. 

 Experience linking technical signals to services, chains, business impact, and related ITSM processes. 

 Strong consulting, analytical, stakeholder management, and communication skills, with a proven track record of driving change and implementation. 

 Experience working in large organizations or organizations that provide mission-critical services is a plus. 

Skill-based profile 

Vision & Practice Development
You will develop a clear vision, design principles, frameworks, and a roadmap for Monitoring & Event Management and translate these into concrete decisions and priorities. 

Monitoring, Event Management & Observability
You understand the interrelationships between monitoring, events, logs, metrics, traces, and observability, and position Dynatrace and other solutions within an integrated landscape. 

Architecture & Chain Integration
You will contribute ideas regarding target architecture, information flows, and integrations, and determine where detection, correlation, enrichment, and routing logic can be most effectively implemented. 

ITIL & ITSM Expertise
You integrate Monitoring & Event Management with Incident, Problem, Change, Configuration, and Service Level Management, and are capable of addressing broader ITSM issues. 

Operating Model & Assurance
You will design practical roles, responsibilities, governance, and control mechanisms for a complex, federated organization with multiple teams and suppliers. 

Analytical & Data-Driven
You assess maturity levels, identify noise and patterns, and translate data into preventive measures, structural improvements, and actionable management insights. 

Change Management & Collaboration
You connect architecture, operations, product teams, platform teams, and vendors, and build support for joint decisions, adoption, and standardization. 

Pragmatic, Results-Oriented Approach
You combine strategic thinking with practicality, translate abstract issues into concrete terms, and ensure that improvements are demonstrably implemented and sustained.