PLEASE NOTE! This job posting was previously listed with a different description under job number SRQ149695. 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 €110, including MSP fee, depending on education and work experience
Self-employed: Yes
Location: The candidate will be in the office in Arnhem Bellevue 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

Level of Knowledge

Senior. The assignment requires an experienced consultant who can independently carry out a well-defined IT service management assignment and ensure that the results are implemented within the organization.

Deployment

A temporary, clearly defined assignment focused on introducing and implementing ITIL Event Management and ensuring that the associated knowledge is retained within the organization.

FTE

36 hours per week.

Rate

€110 per hour, excluding VAT.

ZZP

Yes.

Location

Arnhem.

Alliander context

The Netherlands runs on energy and is working toward a fully sustainable energy supply. Utility network operators and their partners play an important role in this effort. Among other things, Alliander works on managing and upgrading energy grids, as well as providing data and services to customers, government agencies, and partners. This requires a future-proof and robust information infrastructure. Digitalization supports this effort through IT solutions that are developed, implemented, and managed.

Fit4Future or ART context

This assignment is not part of Fit4Future.

The Senior IT Service Management Consultant will be assigned to ART DR&E. The assignment in this context focuses on ITIL Event Management.

The role

As a Senior IT Service Management Consultant, you will carry out a defined assignment to introduce and implement ITIL Event Management within the organization.

The assignment explicitly does not end with the introduction of a new process. An important part of it is ensuring that the organization can continue independently with what has been implemented once the project is complete. Knowledge transfer and institutionalization are therefore an integral part of the assignment.

You will bring senior-level knowledge and experience in the field of IT service management to this role and build upon the existing vision for observability, monitoring, and event management. You will translate this into a practical event management practice, with clear frameworks, guidelines, responsibilities, and alignment with monitoring and incident management.

The intended outcome is an implemented and established Event Management practice, featuring a functional process, clear frameworks and guidelines, and well-defined responsibilities for the teams involved. Among other things, the practice provides clarity on the classification and handling of events and alerts, the escalation to incidents, and the use of monitoring and observability platforms. The necessary knowledge has been transferred so that the organization can independently apply and further develop the practice upon completion.

Key responsibilities

• Establish and ensure the Event Management practice, building on the existing vision for observability, monitoring, and event management, including roles, responsibilities, governance, and working methods.
• Developing frameworks, guidelines, and the Event Management process, including clear definitions and decision criteria for events, alerts, and incidents, as well as the transitions between them.
• Developing principles for monitoring and event processing, including where detection, threshold, correlation, and automation logic are positioned and how DevOps teams apply these frameworks.
• Contribute to the target architecture and design of the process chain, with a specific focus on the integration between Dynatrace, ServiceNow, monitoring/observability, and Incident Management, where Dynatrace is a key focus but the practice has broader applicability.
• Implement and embed the practice within the organization by guiding DevOps teams and other stakeholders in its application and by transferring knowledge, standards, and responsibilities in such a way that the organization can continue independently.
• Transferring and securing knowledge so that, once the assignment is complete, the organization can continue to use the implemented methodology independently.

Qualifications and Experience

For this assignment, we are looking for a senior IT Service Management Consultant who has a proven ability to carry out the defined assignment independently.

The consultant has:

• Advanced knowledge and proven experience in the field of IT service management;
• In-depth knowledge of and experience with ITIL Event Management and observability;
• Experience with monitoring and observability platforms, preferably Dynatrace;
• Experience in designing and implementing ITSM practices and procedures;
• Experience with knowledge transfer and ensuring the long-term sustainability of work processes within organizations.

Skill-based profile

This assignment requires four skills:

ITIL Event Management
You can implement Event Management and turn it into a practical, applicable practice, with clear frameworks, roles, responsibilities, and procedures.

Observability & Event Management Architecture
You can provide direction for the design of the observability and event management chain and are familiar with issues related to events, alerts, thresholds, correlation, and the transition to incidents. Experience with Dynatrace and ServiceNow is essential for this role.

Implementation
You will take the intended practice from the design phase to actual implementation within the organization and support DevOps teams in applying the established frameworks.

Knowledge Transfer
You ensure that knowledge is retained during the assignment so that, upon completion, the organization can independently manage and further develop the practice.