Job Description

IT Service Management Specialist – Incident Management Coordinator

Requirement ID: 10996358

Location: Amsterdam, Netherlands

Start Date: ASAP

Duration: 6 months

Experience: 8–10 years

Employment Type: Contract

Work Arrangement: Amsterdam, Netherlands

About the Role

We are looking for an experienced IT Service Management Specialist / Incident Management Coordinator to join a complex IT service environment in Amsterdam.

The successful candidate will be responsible for coordinating and driving the Incident Management and Major Incident Management processes across multiple Service Providers. This is a highly operational and coordinating role involving stakeholder management, process governance, reporting, escalation management, and continuous improvement.

The role will also contribute to increasing the maturity of the assigned processes, with the objective of achieving CMMI Level 4 maturity within two years.

Key Responsibilities

• Coordinate and oversee the effective execution of the Incident Management process by Service Providers.
• Coordinate activities that span multiple Service Providers and ensure actions are followed through.
• Act as the central point of contact for Major Incident Management activities.
• Coordinate, communicate, track, and drive resolution of P1/Major Incidents.
• Support Root Cause Analysis (RCA) and post-incident reviews.
• Monitor process activities to ensure they are completed on time and according to agreed procedures and standards.
• Identify bottlenecks, risks, and escalations and ensure appropriate follow-up.
• Prepare and maintain integrated process reports.
• Analyse the quality of process data and overall process performance.
• Act as counterpart to the Regie Process Manager and Service Provider Process Manager.
• Contribute to the optimisation, governance, and continuous improvement of ITSM processes.
• Provide input into the further development and maturity of ITSM processes.
• Coordinate and follow up on Problem Management activities, including RCAs and post-mortems.
• Support Change and Release Management, including planning, assessment, coordination, and management of complex and emergency changes.
• Support Configuration Management by identifying, managing, and validating Configuration Items (CIs) and their relationships.
• Monitor Service Provider performance and ensure agreed process requirements are met.
• Produce and maintain reports using ITSM tooling.
• Develop knowledge of the organisation's technical and business domains and apply this knowledge to IT service processes.

Essential Skills & Experience

• 8–10 years of professional experience in IT Service Management or a comparable coordinating role within a complex IT environment.
• Demonstrable operational experience with Incident Management, including Major Incident Management.
• Strong experience coordinating P1/Major Incidents across multiple teams or Service Providers.
• Experience with Problem Management, including RCA and post-mortem activities.
• Experience with Change and Release Management, including complex and emergency changes.
• Knowledge of Configuration Management and Configuration Items (CIs).
• Strong stakeholder coordination and escalation-management skills.
• Experience monitoring process performance and producing ITSM/process reports.
• ITIL certification at Practitioner, Specialist, or higher level (ITIL v3/v4).
• Agile certification at Foundation level or higher, such as Scrum.
• SIAM Foundation certification or higher.
• Knowledge of DevOps, Test Automation, IaaS, PaaS, and SaaS concepts.
• Understanding of IT architecture and a broad technical landscape.
• General understanding of connectivity, hosting, integrations, and workplace technologies.
• Basic knowledge of cybersecurity and privacy.
• Strong communication, coordination, and organisational skills.
• Able to set clear boundaries, challenge stakeholders when necessary, and proactively drive progress.
• Able to delegate activities effectively while maintaining appropriate oversight.
• Strong analytical and problem-solving abilities.

Desirable Skills

• Experience working in a large, complex enterprise or multi-Service Provider environment.
• Experience with SIAM operating models.
• Experience working with CMMI/process maturity frameworks.
• Experience with ITSM platforms and process reporting tools.
• Experience in a transport, infrastructure, or other large-scale operational environment.
• Familiarity with enterprise IT architectures and interconnected IT service chains.

Candidate Profile

We are looking for someone who is:

• Proactive and assertive in coordinating teams and Service Providers.
• Comfortable taking ownership during high-priority and Major Incident situations.
• Strong at following up on actions and ensuring commitments are delivered.
• Able to communicate effectively with both technical and management stakeholders.
• Structured and analytical, with strong attention to process quality and data.
• Comfortable working in a complex environment with multiple stakeholders and dependencies.
• Able to identify issues early and escalate them appropriately.
• Comfortable transferring work to others while ensuring clear ownership and accountability.

Location

Amsterdam, Netherlands

Candidates should be able to work in the Netherlands and meet the requirements for the applicable contract arrangement.