Document the ICT process manuals for ITIL processes and associated procedural tasks across ICT

Monitor and coordinate Incident & Problem handling within ICT Operations

Deliver communication and coordination procedures for major incident handling

Initiate root cause analysis and resolution. Create appropriate Knowledge Articles

Maintain internal ICT lines of communication and document business expectations

Identify areas for improvement and facilitate efficient handling of Incidents and Problems

Perform any other tasks in the area of competence as assigned by the line management

Identify, design and deliver reporting. Will include analysis of data, advising on follow up actions and tracking of improvement plans

Contribute to Asset Management process activities and improvements. Providing administrative support and reporting to Asset Management function

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

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

Service Management

Management

Technical Writing

Our client within the European Institutions is currently looking for Service Management Coordinator to document the ICT process manuals for ITIL processes and associated procedural tasks across ICT.

Public

Service Management Coordinator

Daily rate: €510

Location:

The Hague, The Netherlands

Apply before:

06/08/2026

Project summary

Languages needed

Main skills

Project description

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