Key Skills

Job Description

We are looking for an IT Service Delivery Manager for a key client based in Amsterdam, Netherlands. 🔎 Main Responsibilities Act as L1 triage layer: assess incidents and route them to the right resolver groups Coordinate major incidents (M365/authentication outages, store-down events) end-to-end Run problem management to reduce recurring incidents Manage service desk and lifecycle vendors in a multi-supplier SIAM model, ensuring SLA compliance Maintain ServiceNow workflows, routing, reporting and dashboards Own M365 workplace support: Outlook, Teams, Intune, Entra ID and JML Manage the device lifecycle (Windows/Surface, mobile, iPad) and the asset register Support ~300 retail users across Europe (POS, connectivity, store peripherals) Ensure service continuity through carve-out, cutover and hypercare Report on SLA/KPI, aged tickets and CSAT through management dashboards 🧩 Requirements Bachelor’s degree in IT, Computer Science, Information Systems or a related field 8+ years of experience in IT service delivery or service desk management ITIL 4 Foundation certification (mandatory); ITIL 4 Managing Professional is a plus Strong ITIL practice in incident, problem and change management Hands-on ServiceNow experience: workflows, routing, reporting and dashboard creation Proven vendor and SLA management experience, ideally integrating a managed service desk in a multi-supplier SIAM environment Solid expertise in end-user computing and Microsoft 365: Entra ID, Intune, Teams, Outlook, JML, device lifecycle management Experience supporting multi-site retail users and stores across Europe, including POS and store peripherals Nice to have: ServiceNow certifications, SIAM/COBIT, AIOps tools, Mimecast, Netskope, and knowledge of Cegid, Teamwork Commerce, Magento, SAP, SuccessFactors, Concur/Egencia, QlikSense/Domo Nice to have: Service delivery experience within premium fashion, apparel, or luxury retail sectors (e.g., comparable to Aesop, Burberry, Levi’s). 🌍 Languages & Location Fluent English (mandatory) Dutch is a plus Amsterdam, Netherlands (Full Remote, with up to 1 day per month on-site if needed) Start date: ASAP 🚀 Ready to take your career to the next level and join an international and dynamic environment? Apply now! 🌟

Core Responsibilities

Lead incident triage and major incident coordination, manage problem resolution, and oversee service desk and lifecycle vendors to ensure SLA compliance. Own ServiceNow workflows and reporting, Microsoft 365 and device support, retail IT services across Europe, and service continuity through transitions and hypercare.

Requirements

Requires a bachelor’s degree in a relevant field, at least eight years of IT service delivery or service desk management experience, and mandatory ITIL 4 Foundation certification. Candidates should have strong incident, problem, and change management expertise, hands-on ServiceNow experience, vendor and SLA management skills, and experience supporting Microsoft 365 and multi-site retail environments.