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Process Manager
HNM Solutions B.V.
About the role
Languages*
Excellent command of the Dutch language (spoken and written)
Key Details
•The role focuses on the operational execution of existing processes. We are explicitly not looking for a process designer, but rather a process coordinator/manager who ensures that processes are followed, teams are steered, and agreements are honored within the operations organization. This takes place within a large organization characterized by significant resistance to change.
Job Purpose
We are seeking an experienced ITIL Process Manager to take responsibility for the day-to-day management, monitoring, and optimization of existing ITIL processes within a complex operational 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 end-to-end collaboration within an operational environment.
What you'll bring
•Process coordination: managing, monitoring, and ensuring adherence to existing ITIL processes within the organization.
•Accountability management: holding teams and stakeholders accountable for their roles, responsibilities, and agreed-upon working methods.
•Communication: clearly explaining how processes should be executed and why compliance is important. .
•Stakeholder management: liaising between operational teams, management, and suppliers.
Experience
•Extensive experience in IT operations and IT service management.
•Demonstrable experience in the operational management, monitoring, and improvement of ITIL processes.
•Incident Management: experience coordinating major incidents and guiding large groups of users and stakeholders (up to approximately 700 people).
•Experience coordinating teams within complex IT operational environments.
•Experience reporting on process performance and initiating improvement actions.
•Experience with ServiceNow is a significant advantage