Service Delivery Manager

Project overview

Due to the DBA Act (Deregulation Assessment of Employment Relationships), it is not possible to invoice as a self-employed person for this assignment. Matchd offers various types of employment. We are happy to discuss this with you to determine which employment best suits your wishes and situation. Feel free to contact us for more information and an explanation of the possibilities.

Department

Over 120 professionals work in the Information Provision (IV) department, divided into the following sections: CIO Office, Management, Information Management and Quality, Data Geo and Research, and Governance. We provide the organization with information products and systems that create or unlock data. We also lead the design and realization of processes/systems, projects, and programs in the field of digital services and information. Professional information provision is crucial for excellent business operations and service delivery.

IV professionals work towards this goal together with colleagues from all departments. Our motto is therefore: 'Together we make it possible'.

Assignment

Within the Governance section and for the entire Information Provision department, you will ensure that our services are predictable and transparent. You are the link between the municipality's employees and Information Provision/ICT. You know what is needed to make working with ICT resources as easy as possible and ensure that this need is met as effectively as possible. You are constantly working to make the organization smarter, more efficient, and more effective, and you see directly how your efforts contribute to the whole. That is satisfying!

You are jointly responsible for establishing ITGC processes, so that we as a department are measurably in control of our activities. With the processes and tools you create, you will report on performance in the processes according to (partially yet to be drafted) SLAs and KPIs. From this position, you will also conduct discussions with suppliers regarding their SLA performance, and there will be a lot of coordination with the contract management team.

Naturally, you share your knowledge and experience with colleagues. Together you identify risks and brainstorm improvements for information processes. You build and maintain a relevant network, both inside and outside the organization. You enjoy working with external (IT) partners and suppliers, for example, to align the IT infrastructure with information needs.

You are a doer, are aware of the results to be achieved, and strive for them. You don't have to do this alone; you effortlessly seek collaboration. A role as a process manager (such as change or incident manager) is familiar to you, and service management holds no secrets for you. You are a strong analyst and have multiple solutions for every problem. You present your advice convincingly, both orally and in writing. You are a strong and pleasant advisor who involves people in possibilities.

In addition, you have experience with contract management and procurement processes. You know how to maintain supplier relationships, monitor contract agreements, and identify opportunities for improvement. Affinity with tenders, supplier management, and realizing value from contracts will help you successfully fill this role.

Are you on top of your information? No, you certainly are not, because you are a sharer. You enjoy motivating colleagues to use data, concretely indicate what it adds to their work, and are always ready to answer their questions.

You have many contacts with interesting people, both internally and externally. In this job, you can use all your creativity. You have every opportunity to propose great solutions that will improve our organization. And our colleagues will notice it!

What will you do?

This is a function with ongoing core activities for the municipality, with parallel work without a defined project.

6 months - 32-36 hours - 1.00 FTE

Profile of the suited interim professional:

Dutch native or near native

Knock-out criteria:

• Act as a liaison between the municipality's employees and Information Provision/ICT.
• Ensure predictable and transparent ICT service delivery.
• Establish ITGC processes so that the department is measurably in control.
• Develop processes and tools for reporting on performance according to SLAs and KPIs.
• Conduct discussions with suppliers about their SLA performance and coordinate with contract management.
• Identify risks and improve information processes.
• Collaborate with external IT partners and suppliers to align IT infrastructure with information needs.
• Maintain supplier relationships, monitor contract agreements, and identify improvement opportunities.
• Advise on solutions that make the organization smarter, more efficient, and more effective.
• Motivate colleagues to use data and share knowledge and experience.
• A completed education at a minimum HBO bachelor level;
• Minimum 3 years of demonstrable work experience in the last 5 years with service delivery management;
• Demonstrable work experience in the last 3 years with setting up ITGC processes;
• Demonstrable work experience with contract management and procurement processes;
• Demonstrable work experience with establishing, monitoring, and reporting SLAs and/or KPIs within an ICT environment;
• Demonstrable work experience with supplier management within an ICT environment, including conducting discussions with suppliers about performance and monitoring and improving agreements made;
• Demonstrable work experience with contract management and/or contract management for ICT services, including monitoring contract agreements and identifying improvement opportunities;
• Demonstrable work experience with analyzing IT service delivery based on data and translating this into concrete process or service delivery improvements;
• Demonstrable work experience as an advisor and/or connecting link between an internal organization and an ICT/IV organization, where needs from the organization have been translated into improvements;
• Demonstrable work experience with ICT procurement and/or tender processes;
• Minimum 5 years of demonstrable work experience with IT service management, including incident, change, problem, and/or service management;
• Demonstrable work experience with establishing, implementing, and/or improving IT management processes, including ITGC processes and/or processes aimed at demonstrable control of IT service delivery in multiple projects.

Project details

• Start: flexible
• Duration: 6 months
• Location: Zwolle, Overijssel, Gelderland, NL
• Languages: Dutch