About Our Client

Our client is a mid-size state of the art entrepreneurial multinational within the manufacturing industry.


Your Role
Our client is looking for an IT Service & Incident Manager to join their dynamic team. In this role, you will be responsible for managing ITSM/ITIL processes and ensuring service levels are consistently met, driving improvements that elevate the organization’s IT operations.
You contribute to the improvement of IT services by reporting on service levels to internal stakeholders and collecting feedback on them. In addition, you write and maintain the IT Product and Services Catalog, in which you provide an overview of the IT services and products within the organization. You are not the leader of the team, but you are comfortable proactively taking charge of a number of specialists and, if necessary, suppliers during major incidents.
You will be part of the IT-team, which is a warm and welcoming team. The team is proactive, solution-oriented and technically knowledgeable. The team provides IT support to the group and its subsidiaries in the Netherlands, Belgium, France, Norway, Sweden, Denmark, Taiwan and Canada.
We also welcome candidates without proficiency in Dutch, fluent English is a must-have. The IT Service & Incident Manager is primarily based in Breda (Netherlands), hybrid is possible including working partly in the office near Antwerp, Belgium if desirable.


Tasks & Responsibilities:
Incident Management:

• Lead and manage the full lifecycle of IT incidents from detection to resolution.
• Coordinate incident responses according to ITIL processes and escalate when necessary.
• Document and analyze incidents to identify trends and reduce recurrence.
• Collaborate with users, departments, and suppliers to resolve issues and set clear expectations.
• Suggest and implement process improvements based on incident analysis.

Service Management:

• Develop service level reports to monitor IT service performance.
• Conduct regular reviews of service levels to identify improvement areas.
• Create and maintain a Product and Services Catalog, including service descriptions and SLAs.
• Support management in defining and enhancing IT services.
• Ensure alignment between internal SLAs and those of external suppliers.
• Assist in audit processes to ensure compliance with standards and regulations.

Expert Role (Centre of Excellence):

• Serve as the go-to expert on ITSM/ITIL processes within the organization.
Provide documentation, support, and potentially training on service management best practices.

Your Profile

• Educational Background: Higher professional education (HBO) in IT or related field.
• Experience: At least 5 years in roles like IT Incident Manager, IT Service Manager, or similar.
• Certifications: Proven knowledge of ITSM/ITIL processes, with relevant certifications.
• Technical Skills: Familiarity with service management tools (experience with Top Desk is a plus).
• Language Skills: Professional proficiency in English; knowledge of Dutch is beneficial.
• Personal Traits: Strong process-oriented mindset, proactive leadership, and excellent communication skills.
• Availability: Willingness to be on standby for priority incidents (approximately once a year).

The Offer

• Contract: Initial one-year contract with the potential for long-term collaboration.
• Equipment: Laptop, smartphone, and resources to support remote work.
• Benefits: Competitive salary, 27 vacation days, travel reimbursement, and regular team activities.
Pension: Attractive pension plan with substantial employer contributions.

Interested? Or do you have questions about this position?
RIXT® Recruitment handles the recruitment & selection for this position.
Please contact Ameet Sidhoe from RIXT®: 06 - 18 83 05 76 or email at Ameet@RIXTrecruitment.nl