Projectcoördinator ITIL Ons Loket
$18,720,000–$18,720,000 year
On-site's-Hertogenbosch, North Brabant, The Netherlands
Job Summary
Implement ITIL processes and procedures for the 'Ons Loket' first-line helpdesk, including coaching frontline staff and managing incidents, problems, and changes. Evaluate roles and update workflows, system instructions, and the Facilitor ticketing platform to align with new methodologies and deliverables. Coordinate the implementation of Incident Manager roles and oversee the transition from first to second-line support. This project focuses on scaling ITIL adoption across existing service desks and backoffices to improve service delivery and customer satisfaction. The role requires a senior ITIL specialist to drive planning, execution, and continuous improvement within the team.
Required Qualifications
- Senior work experience in developing ICT service desks
- Incident management process knowledge
- Problem management process knowledge
- Change management process knowledge
- ITIL certification
- Minimum 10 years of verifiable and relevant experience implementing ITIL at ICT helpdesk and backoffice for guidance
- Minimum 10 years of verifiable and relevant experience setting up and/or improving a skilled ICT service desk
- HBO education in IT or proven HBO IT level work experience
- Valid VOG (Verklaring Omt Gedrag)
Desired Qualifications
- Experience with (telephone) guidance of various target groups
- Coachable manner for good first-line work instructions for a skilled helpdesk
- Ability to provide 1 on 1 training if necessary
- Team player who actively seeks collaboration
- Openness to providing support to colleagues and potentially giving guidance
- Focus on optimizing customer experience and customer satisfaction
- Ability to align communication well with conversation partners such as own team, customers, process managers, and other management levels
- Perceived as thorough and solution-oriented
- Perceived as coachable
- Perceived as entrepreneurial, independent, proactive, and innovative
- Willingness to discuss existing working methods and implement improvement proposals including a plan of action
- Work accurately, be involved, and look for possibilities within frameworks and guidelines
- Minimum 5 verifiable years of experience implementing ITIL methodology (alternative to 10 years)
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