Delivery Oversight
* Manage the budget, demand, and capacity for DevOps & MSP, ensuring alignment between planned and actual outcomes.
* Define and track delivery planning, including cross-domain resource allocation.
* Analyze staff time distribution across support, small changes, and projects to assess the level of MSP involvement.
* Support the DevOps Director in financial and budgetary management.
Quality & Service Monitoring
* Enforce process discipline across IT, Business, and MSP, applying a continuous PDCA (Plan-Do-Check-Act) cycle to standard practices from demand to deployment.
* Collaborate with Quality Management to ensure high standards in deliverables and code quality.
* Conduct monthly reviews of service performance reports, SLA compliance, and key performance indicators (KPIs) with the MSP counterpart and IT domain lead.
* Drive continuous improvement initiatives based on service reviews, addressing areas such as support ticket volumes, backlog aging, and problem management.
People Management: Building a High-Performance Team
* Evaluate team members, provide constructive feedback, and support their personal development plans.
* Mentor and develop team members to optimize their skills and competencies.
* Identify skill gaps with the MSP provider and track progress with the MSP’s Service Delivery Manager.
* Foster a "One Team" culture with the MSP, encouraging collaboration, celebrating successes, and presenting a united front to stakeholders.
* Identify organizational risks and challenges, proposing effective mitigations and resolutions.
Profile
* University degree (Master’s) or equivalent experience.
* 5 to 8 years of proven experience in IT Service Management, SDLC Management, or IT Supplier Management.
* Experience in an international setting, including collaboration with offshore IT suppliers.
* Strong leadership qualities with the ability to inspire and motivate teams.
* Excellent communication skills in English; Dutch proficiency is an asset.
* A collaborative team player with a hands-on approach, a challenger mindset, and a passion for learning and leading by example.
* Embody a "One IT" philosophy, fostering synergy between internal and external Business & IT teams.
* Demonstrate servant leadership by prioritizing team and stakeholder growth and well-being.
* Commitment to continuous learning and professional development, including obtaining relevant certifications to enhance team and organizational success.