Lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices

Coordinate transition of projects into ICT Operations, including readiness assessments, operational acceptance criteria, and go-live handover      packages

Proactively identify transition risks, scope gaps, and timeline constraints; escalate and track resolution with relevant stakeholders

Develop and maintain communication and coordination procedures for all service transitions, ensuring operational teams and business stakeholders are aligned

Design, produce, and maintain ITSM reporting covering Service Transition, Incident, and Problem Management; provide analysis and recommend follow-up actions

Support Incident and Problem Management process activities, contributing to root cause analysis documentation and improvement tracking

Identify and drive Continual Service Improvement initiatives within the Service Transition domain

Manage and update ICT process documentation in the internal document management system; ensure documentation currency and quality

Perform additional tasks within the Service Management function as directed by the Head of Team – Service Management

4 years of studies + at least  6 years of professional experience OR 3 years of studies + at least 7 years of professional experienc

ITIL process experience (incl. Service Transition Management):

Demonstrable hands-on experience with ITIL Service Transition processes (Change, Release & Deployment, Knowledge Management, Service Asset & Configuration Management) in an operational environment — not just theoretical knowledge

Demonstrable experience with Stakeholder Engagement or Business Relationship Management:

Proven track record of engaging and aligning business and technical stakeholders in service transition or project-to-operations handover scenarios

Recent experiences in technical and process document writing:

Recent experience authoring process documentation and Knowledge Base Articles in English to production standard, including process flows, SOPs, and operational guides

A minimum of 3 years of experience with Service Management, preferably in the area of Service Transition

A minimum 2 years of experience in a Project Management, Operational Readiness, or IT Operations coordination rol

Demonstrable experience with Service Level Management or Service Level Reporting:

Demonstrated experience identifying, documenting, and reporting against Service Level Requirements and/or OLAs/SLAs

Knowledge of Service Transition & Operational Readiness:

Ability to  assess project readiness for transition using structured criteria (e.g., SACM baseline, documentation completeness, training sign-off)

Knowledge of Change, Release, and Deployment Management practices including standard,      normal, and emergency change types

Experience coordinating go-live communications and post-transition stabilisation

Knowledge of Continual Service Improvement:

Knowledge of CSI frameworks (PDCA, Seven-Step Improvement)

Ability to identify, define, and track CSIs and relevant KPIs with measurable baselines

Experience performing gap analysis and producing improvement plans with prioritised actions

Knowledge of Technical document writing or Knowledge Management Articles

Demonstrated ability to produce clear, structured technical documentation and Knowledge Base Articles in English

Experience identifying knowledge gaps and managing a knowledge lifecycle

Knowledge of Stakeholder Management and Communication:

Ability to  draft clear, audience-appropriate communications to technical and      non-technical stakeholders

Experience managing competing expectations in a multi-team or matrix environment

English

ITIL

Our client within the European Institutions is currently looking for a Service Management Coordinator to lead and maintain Service Transition process documentation, including process manuals, SOPs, and Knowledge Articles aligned with ITIL best practices

Public

Service Management Coordinator

Daily rate: €580

Location:

The Hague, The Netherlands

Apply before:

22/07/2026

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