ITIL Process Specialist

Details
• The role focuses on ensuring the smooth operation of existing processes. We are explicitly not looking for a process designer, but rather a process manager/process runner who ensures that processes are followed, teams are managed, and agreements are honored within the management organization. This is within a large organization facing significant resistance.
• The role is hybrid, requiring a minimum of 2–3 days on-site in the Utrecht region.
• Self-employment (ZZP) not possible
• Rate range: 90–110 euros

Purpose of the Position
We are seeking an experienced ITIL Process Manager who will take responsibility for the day-to-day management, monitoring, and optimization of existing ITIL processes within a complex management environment.

Required Expertise
• In-depth knowledge of ITIL processes and principles, including:
o Incident Management
o Problem Management
o Change Management
o Service Level Management
• Knowledge of management processes within infrastructure, network, and application environments.
• Understanding of process dependencies and cross-functional collaboration within a management environment.

Required Skills
• Process Coordination: steering, monitoring, and ensuring compliance with existing ITIL processes within the organization.
• Accountability Management: holding teams and stakeholders accountable for their roles, responsibilities, and agreed-upon procedures.
• Communication: clearly explaining how processes should be carried out and why compliance is important. Excellent command of the Dutch language, both spoken and written.
• Stakeholder Management: Liaising between operational teams, management, and suppliers.
Experience
• Extensive experience in IT management and IT service management.
• Demonstrated experience in the operational management, monitoring, and improvement of ITIL processes.
• Incident Management: experience coordinating major incidents and supporting large groups of users and stakeholders (up to approximately 700 people).
• Experience coordinating teams within complex IT management environments.
• Experience reporting on process performance and initiating improvement actions.
• Experience with ServiceNow is a strong plus.

Certifications • ITIL Foundation or higher.