IT Service Management Consultant

Project overview

IT Service Management Consultant Alliander works daily on a future-proof energy network for millions of households and businesses in the Netherlands. The energy transition requires reliable, scalable, and future-oriented digital services. Within IT, Alliander provides the digital solutions necessary to support the continuity, security, and innovation of energy supply. In this environment, service management plays an important role in ensuring and improving the quality of IT service delivery.

Fit4Future or ART context

The assignment is carried out within ART DR&E. Within this environment, work is done to improve, professionalize, and further develop IT service delivery and underlying service management processes at various business units. The consultant operates in a complex environment with various stakeholders, suppliers, and IT teams and actively contributes to stable and future-proof service delivery.

The Role

As an IT Service Management Consultant, you combine broad knowledge of ITIL Service Management with in-depth expertise in Monitoring & Event Management. You develop a clear vision and direction for the practice and translate this into frameworks, principles, and an achievable growth path. You answer fundamental design questions: when does an event lead to an incident, where does detection, filtering, and correlation logic take place, how do different monitoring solutions work together, and how are noise reduction, enrichment, routing, and automation set up.

You connect monitoring and observability, including Dynatrace, with ITSM processes and business and chain context. You map the current maturity and fragmentation and design a future-proof operating model in which responsibilities, decision-making, and assurance are clear. The goal is to grow from reactive recovery to early detection, prevention, and data-driven improvement, without assuming all monitoring is done centrally. You work closely with product management, architecture, IT teams, platform teams, and operational stakeholders.

You combine vision and analysis with pragmatic implementation power, create support, and also support broader ITSM and improvement tasks within ART DR&E where necessary.

Core Responsibilities

Qualifications and Experience

Skill-based profile

Vision & practice development

You develop a clear vision, design principles, frameworks, and roadmap for Monitoring & Event Management and translate them into concrete choices and priorities.

Monitoring, Event Management & Observability

You oversee the coherence between monitoring, events, logs, metrics, traces, and observability and position Dynatrace and other solutions in an integrated landscape.

Architecture & chain integration

You contribute to target architecture, information flows, and integrations and determine where detection, correlation, enrichment, and routing logic are most effectively placed.

ITIL & ITSM breadth

You connect Monitoring & Event Management with Incident, Problem, Change, Configuration, and Service Level Management and are deployable for broader ITSM issues.

Operating model & assurance

You design workable roles, responsibilities, governance, and steering mechanisms for a complex, federated organization with multiple teams and suppliers.

Analytical & data-driven

You map maturity, noise, and patterns and translate data into preventive measures, structural improvements, and usable steering information.

Change power & collaboration

You connect architecture, operations, product teams, platform teams, and suppliers and create support for joint choices, adoption, and standardization.

Pragmatic result orientation

You combine strategic thinking with feasibility, make abstract issues concrete, and ensure that improvements are demonstrably implemented and assured.

• Develop and communicate the vision, principles, frameworks, and roadmap for Monitoring & Event Management.
• Contribute to the target architecture and the positioning of monitoring, observability, event management, and ITSM tooling.
• Establish decision frameworks for event classification, event-to-incident, impact, priority, enrichment, routing, and automation.
• Contribute to the design of guidelines for noise reduction, deduplication, correlation, thresholds, ownership, and placement of logic in source or target systems.
• Elaborate on how different monitoring solutions and Dynatrace observability contribute to integrated chain and service insight.
• Conduct a maturity analysis and translate this into a realistic growth path from reactive to proactive and preventive work.
• Translate ITIL guidelines into applicable standards, processes, roles, work instructions, and steering information.
• Guide teams in implementation and adoption.
• Facilitate workshops, decision-making, knowledge sharing, and collaboration between IT, business, architecture, and suppliers.
• Contribute to broader ITSM issues and improvement initiatives within ART DR&E.
• HBO work and thinking level.
• Minimum of 3 years of demonstrable experience in directing, setting up, and assuring Monitoring & Event Management in terms of both process setup and tooling.
• Broad and current knowledge of ITIL, with demonstrable depth in Monitoring & Event Management.
• Experience in developing visions, frameworks, standards, and roadmaps for monitoring and event management issues.
• Demonstrable knowledge of event classification, correlation, noise reduction, automation, and the integration between monitoring and ITSM platforms.
• Experience with observability principles and platforms; knowledge of Dynatrace and its relationship to other monitoring solutions is a strong plus.
• Experience in connecting technical signals to services, chains, business impact, and related ITSM processes.
• Strong advisory, analytical, stakeholder management, and communication skills, with demonstrable change and implementation power.
• Experience within large organizations or organizations with business-critical service delivery is a plus.

Project details

• Start: 2026-10-18T22:00:00
• Location: Arnhem Gelderland, NL
• Languages: Dutch