IT Service Manager and Service Owner

SURF is looking for an IT service manager and service owner to manage our internal services. These services are in the areas of office automation, infrastructure, data centre and security. We provide these services to our own SURF organisation and users. We work according to the Agile principle. Does this get your heart beating faster? Then respond now.

Where you will work

SURF is the IT collaborative organisation for Dutch higher education and research. SURF supports researchers from all scientific disciplines in the fields of data management, high performance computing (supercomputers) and visualisation. To this end, we work closely with research communities and other providers of expertise and IT facilities within the national and international research field. Together, we work on digital services and complex innovation issues to improve the quality of education and research.

The team you will join

The Internal Services department supports SURF with office, system, network and data centre services. We provide technical and functional management, and we do so in close cooperation with the Information Management team. Together, we ensure that the functionality, performance and continuity of these services continue to meet the needs of the organisation and our members.

We want to keep the current services up and running, meet our customers' expectations and realise our ambitions. So we are constantly managing a range of services and projects. You contribute to this in two ways. You safeguard our existing service portfolio, manage and innovate. In addition, you convert needs and new initiatives into projects with stakeholders and suppliers. You then develop these with a team of colleagues (and often third parties). You use these to create beautiful and often innovative IT solutions. Internal Services and SURF have a pleasant, informal and collegial atmosphere.

What you will do

You will be responsible for our services portfolio. You will maintain contacts with internal and external stakeholders and suppliers, and draw up product and services roadmaps. You will also be part of our operational (ITIL) processes such as the incident and change process. You will work closely with your colleagues and stakeholders, and ensure that initiatives and projects are properly integrated into the operation. The projects and initiatives are within the IS department and more broadly within SURF, where you also work with other departments and external parties. We use Agile with the Scrum framework as our primary project method. You manage your services and projects and work with your colleagues to improve and streamline.

Other tasks you will handle

• You will contribute to and/or develop a long-term vision for new products and services with impact or added value for the target group.
• You will make proposals for the development or realisation of new and existing products/services/functionalities within the long-term vision and policy frameworks. You will substantiate the proposals with business cases, impact analyses and roadmaps.
• You develop and introduce new and existing products/services/functionalities and coordinate with stakeholders (internal and external).
• You initiate and manage contract management and purchasing for specific product/service conditions.
• You analyse customer needs, arrange support, optimise processes and manage income and costs. This is how you manage and improve products/services.
• You draw up reports, analyse and draw conclusions about the (performance of) products/services.
• You monitor and forecast the use of products/services in relation to the usage, turnover and quality objectives and take appropriate action.
• You make an inventory of user requirements, assess these for feasibility and functionality and draw up specifications. You will coordinate (complex) projects involving the development, management and implementation of products/services.
• You will maintain a network with relevant stakeholders, stay in touch with contracting parties and monitor licence and contract agreements. You will also provide solicited and unsolicited advice to internal and external parties and give presentations, training sessions and workshops.

Your skills and experience

• Higher professional education/university degree level thinking and working, >= 3 years work experience;
• You have excellent technical and communication skills and are proficient in spoken and written Dutch and English;
• You have knowledge of and experience with management and project management methodologies;
• You have knowledge of and experience with ICT and managing ICT projects;
• You preferably have knowledge of and experience with Agile, Scrum, ITSM and ITIL.

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

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