Type of vacancy: Regular
City: Schiphol Rijk
Hours per week: 40
Education: Masters degree (HBO Master or WO-pre-master)
Apply before: 02/27/2024
Introduction
Are you a skilled and proactive Service Operations Manager with a passion for coordinating and optimizing IT services?
Join our team at KLM and play a vital role in ensuring the seamless delivery of IT services to various business stakeholders. As Service Operations Manager, you will work on both running services and building innovative solutions, collaborating closely with business departments, Data & Technology Product Teams, and third-party partners. If you thrive in a dynamic environment and have experience in the Flight Operations & HR domain, we would love to hear from you.
What are you going to do?
As a Service Operations Manager, you will take charge of "end-to-end" IT services, facilitating communication between different business stakeholders and the AFKL IT organization. Your responsibilities include collecting requirements and adjustments from stakeholders to optimize the service, managing service requests, incidents, and issues to enhance collaboration, and organizing smooth transitions from projects to continuity. Additionally, you will provide valuable input for the (de)central architecture boards and participate in the Permit to Operate process. Your role also involves setting up SLAs and KPIs for customers, leading task forces independently, and managing quality improvement plans.
Where do you land?
As a Service Operations Manager, you will be an essential part of our IT team at KLM, working closely with business delivery managers, Data & Technology Product Teams, and various third-party partners. This role specifically focuses on the Flight Operations & HR domain, serving the airline operations of KLM. The domain is dynamic, demanding, and critical to flight safety, where quick and effective IT support is vital. You will have the opportunity to work in an Agile environment and collaborate with cross-functional teams to deliver excellent service.
Your profile
To excel in this role,you should possess the following knowledge and skills:
- Proven experience as a Service Operations Manager, with expertise in coordinating and optimizing IT services.
- Relevant IT certifications.
- Well versed in Agile & ITIL processes and concepts.
- Familiarity with Operational flight domains is desired, and the ability to travel between AF/KL locations (AMS, CDG) is important.
- Comfortable working in an Agile environment and adapting to traditional projects as needed.
- Strong ability to collaborate within the AF-KL context and work effectively with multiple stakeholders.
- A track record Of managing costs, external contracts/licenses, and navigating complex organizations.
- Excellent problem-solving and decision-making skills, with the ability to handle high-pressure situations.
- For this role fluency in Dutch and English is a requirement!
- For this position you are required to live in the Netherlands, it is not open if you do not have a Dutch work permit.
- Previous experience in the Flight Operations & HR domain is highly advantageous, given its unique challenges and dynamics.
Competencies
Concern for excellence
Customer service orientation
Motivating others
Building and maintaining relationships
Building relationships
Technical skill and competence
Teamwork
Problem analysis
Giving direction
We offer
- A gross salary between 4.000,-and 6.900,- per month;
- Plenty of scope for personal development and great advancement opportunities;
- Labour market allowance;
- An excellent pension scheme and 8 holiday allowance;
- A year-end bonus of 8.33;
- A profit-sharing scheme, up to 20;
- 25 leave days and 5 extra days off;
- 7 extra days off if you work irregular shifts;
- Substantial discount on airfare (when you have been employed for at least 6 months);
- A travel expense scheme and free use of the bus network around Schiphol;
- If your job allows it: working from home and up to 8 weeks working from abroad (EU and Caribbean);
- 2 development budget;
Ready for your next destination?
Don’t wait any longer and apply for this function before the final boarding call on 02/27/2024! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. Within two weeks, you will receive a message from us. Your application procedure consists of two interviews and –possibly- an assessment and security research.
Did you know that according to research, women are less likely to apply than men when they dont meet all the job requirements? What a shame. Because, in our view, the perfect candidate is a myth. So, if you have the drive to grow in aspects of this role, we look forward to your application.
A file check (for ex-KLM-employees) and/or a reference check can be part of the application procedure. By applying for this vacancy you consent to these checks.
Questions?
If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, dont forget to mention the vacancy number: 16076. At KLM, we believe in the power of diversity. Would you like to read more about this? Please see our statement.
Hiring manager
Marten Duim: MARTEN.DUIMKLM.COM
Recruiter
Bart Koopman: BART.KOOPMANKLM.COM
Details from this vacancy are not to be used for marketing purposes.
