Service Manager Network
ApplySURF's network infrastructure is one of the most important public ICT facilities in the Netherlands, and our services are indispensable for digital communication for education and research institutions in the Netherlands. Within SURF's Trusted Digital Infrastructures business unit, we are continuously working on the development of this infrastructure and the associated network and campus services.
You are an experienced service manager who understands what is involved in providing services in a complex ICT landscape and who can contribute to the further development and improvement of our services with your knowledge and experience. You are a proactive problem solver who spots problems before the customer notices them!
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.
At SURF, you will be working in 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 pays attention to a healthy 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.
The team you will join
The Network Operations team consists of twelve people and is responsible for all operational activities on the SURF network. One of the team's main tasks is to manage and monitor our suppliers and promote cooperation between the suppliers, SURF and our affiliated institutions.
Within the unit, there are three other teams with which we collaborate closely, totalling approximately 50 people. Together, they ensure that the SURF network offers the best connectivity and provides the most powerful network services for higher education and research in the Netherlands.
What you will do
Within the department, we provide network services and campus services. Network services include internet and Ethernet services, as well as specialist services such as Time Frequency Transfer, which delivers a highly accurate time signal to researchers via the DWDM network. Campus services include the provision of Wi-Fi, a LAN environment or a firewall “as a service”.
As a service manager, you are responsible for the quality of our services. SURF develops its services, products and processes in collaboration with management partners. The management partners carry out the day-to-day work, but SURF is responsible and in charge. As a service manager, you are this director. On the one hand, you manage the management partners and supervise the quality of their work, and on the other hand, you ensure that the services provided are well aligned with the needs of our customers.
Your duties will include at least the following:
- Supplier management: Conducting discussions with suppliers at an operational and tactical level, with a focus on excellent cooperation and service provision (SLA/DAP).
- Process management: Setting up and optimising the ITIL processes surrounding the provision of (network) services.
- Documentation: Ensuring that the correct information about the processes and services is available to administrators and customers.
- Quality: Ensuring that all signals about the quality of the services are picked up and responded to, whether they come from customers, suppliers or our own organisation. And ensuring that “continuous improvement” is part of all processes. Certification such as ISO27001 is also part of this.
Your skills and experience
You have at least higher professional education (HBO) working and thinking level. You are decisive, structured and service-oriented. You are open to change, have strong communication skills and are a team player.
In addition, you have:
- Knowledge and experience in the field of IT service management (ITIL, SIAM, FITSM);
- At least 3 years of experience managing suppliers in an IT management environment;
- Knowledge and experience in the field of quality management;
- Excellent verbal and written communication skills, both in Dutch and English;
- Knowledge of and affinity with the non-profit sector, education or research is an advantage.
SURF takes pleasure in doing its recruitment itself; acquisition is therefore not appreciated.