Service Desk Capability and Incident Manager

About the role

Vanderlande, which builds automated systems for airports and parcel logistics, is looking for a Service Desk Capability and Incident Manager. The role develops and optimises the Global Support Center (GSC) for the Airports domain, driving capability management, service and process improvements, tooling enhancements and operational excellence. It also acts as the Major Incident Manager for critical customer-impacting events, coordinating communication and service restoration during disruptions to airport operations.

Key responsibilities

• Define and maintain the GSC capability roadmap, identify capability gaps and drive maturity improvements through development programs, standards, best practices and training initiatives.
• Lead Continual Service Improvement (CSI) across global support services, using performance data, incident trends and customer feedback to run improvement workshops and track benefits.
• Own the roadmap for support tools and automation, turning business requirements into tool improvements and enhancing reporting, dashboards and self-service.
• Act as Major Incident Manager: lead incident bridges, manage stakeholder communications, escalate risks to senior management, chair post-incident reviews and ensure root cause analysis and corrective actions are completed.

Required profile

• 5+ years of experience in IT Operations, Service Management, Service Delivery or Global Support organizations.
• Experience in airport operations, logistics automation or other mission-critical environments.
• Proven experience leading major incidents in a 24/7 support environment.
• Ability to influence and drive change across global teams without direct authority, and to work effectively across multiple continents and cultures.

Required skills

• Strong understanding of ITIL Incident, Problem, Change and Continual Improvement practices.
• Excellent stakeholder management, communication and facilitation skills.
• Analytical, structured problem-solving and continuous improvement mindset.

What we offer

• Salary of EUR 4,936.73 to 6,699.85 gross per month, with the possibility to grow beyond this scale.
• 40 vacation days, flexible working hours and a hybrid workplace (40% from home).
• Health & wellbeing budget of EUR 300 per calendar year, commuting and working-from-home allowances.
• Collective pension scheme, discounts on additional health insurance, on-site health centres and training facilities.