Service Owner

Would you like to make an impact on services that are used by thousands of users every day? As a service owner at SURF, you will play a key role in the successful functioning of one or more essential services. Whether it concerns a technical IT system or a crucial business process such as customer registration or invoicing, you will ensure that everything is reliable, available and user-friendly. With your overview, ownership and focus on quality, you will contribute directly to SURF's optimal service provision.

Ready to put your expertise to work and really make a difference? Apply now and become a service owner at SURF!

Where you will work

SURF is the ICT cooperative for Dutch educational and research institutions. Together with them, we work on digital services and complex innovation challenges to enhance the quality of education and research. As a Communities & Portals Service Manager, you will make a significant contribution to the collaboration between these institutions.

The team you will join

You will be working in the Internal Services department, in the Operational Support team. This is a fast-growing team within SURF that is responsible for system and office automation, cybersecurity and service desk services. You will work closely with colleagues within your own team and within SURF, in an informal and pleasant working environment. Together with the team, you will ensure the stability, performance and security of our services. You and your colleagues will ensure that the infrastructure is continuously improved and that new functionalities are developed. You will do this according to the agile methodology and the scrum framework.

Working at SURF means working for a unique and open organisation. This is evident in everything: the structure of the organisation, the set-up of the project teams, the culture in our offices and the atmosphere among colleagues. SURF offers excellent terms of employment and a flexible approach to work/life balance. Employees enjoy working independently. In addition, everyone is given the space and freedom to use and develop their talents as effectively and broadly as possible.

What you will do

As a service owner, you ensure that your service(s) optimally meet the needs of the organisation and its users. You monitor quality and continuity, provide structure and collaborate with a wide range of stakeholders to further develop and improve the service.

• You are the first point of contact and ultimately responsible for the quality, availability and reliability of one or more services.
• You actively manage stakeholders and coordinate the service with management, business owners, end users, architects and technical teams.
• You manage service management and service delivery, including incident management, KPI monitoring and continuous improvement.
• You develop and manage the service roadmap and annual plan by gathering requirements, setting priorities and translating changes into concrete improvements.
• You are responsible for financial and supplier management, including business cases, cost allocation, contract and licence management.
• You ensure compliance and governance by ensuring that the service complies with privacy, security and legal and regulatory requirements (such as GDPR, NIS2 and ISO 27001) and that processes are properly documented.

Your skills and experience

You are a natural connector who shows ownership and maintains an overview in a complex environment. You switch easily between different interests and know how to bring structure and direction.

• You have higher professional education (HBO) or university (WO) level working and thinking skills.
• You have experience with product management or managing services within an IT environment.
• You have strong communication and organisational skills and know how to effectively connect diverse stakeholders.
• You have experience working with roadmaps, prioritisation and change management.
• You are financially aware and have experience writing business cases, drawing up budgets and supplier management.
• You have knowledge of or experience with privacy, security and compliance issues (such as GDPR and ISO 27001).

Prior to starting this job, a VOG must be presented.

SURF takes pleasure in doing its recruitment itself; acquisition is therefore not appreciated.