Incident Management Coordinator - 10988226 NL

IT Service Management Specialist – Incident Management Coordinator Requirement ID: 10988226 Location: Amsterdam, Netherlands Start Date: ASAP Duration: 6 months Experience: 8–10 years Employment Type: Contract Work Arrangement: Amsterdam, Netherlands About the Role We are looking for an experienced IT Service Management Specialist / Incident Management Coordinator to join a complex IT service environment in Amsterdam. The successful candidate will be responsible for coordinating and driving the Incident Management and Major Incident Management processes across multiple Service Providers. This is a highly operational and coordinating role involving stakeholder management, process governance, reporting, escalation management, and continuous improvement. The role will also contribute to increasing the maturity of the assigned processes, with the objective of achieving CMMI Level 4 maturity within two years . Key Responsibilities Coordinate and oversee the effective execution of the Incident Management process by Service Providers. Coordinate activities that span multiple Service Providers and ensure actions are followed through. Act as the central point of contact for Major Incident Management activities. Coordinate, communicate, track, and drive resolution of P1/Major Incidents . Support Root Cause Analysis (RCA) and post-incident reviews. Monitor process activities to ensure they are completed on time and according to agreed procedures and standards. Identify bottlenecks, risks, and escalations and ensure appropriate follow-up. Prepare and maintain integrated process reports. Analyse the quality of process data and overall process performance. Act as counterpart to the Regie Process Manager and Service Provider Process Manager. Contribute to the optimisation, governance, and continuous improvement of ITSM processes. Provide input into the further development and maturity of ITSM processes. Coordinate and follow up on Problem Management activities, including RCAs and post-mortems. Support Change and Release Management, including planning, assessment, coordination, and management of complex and emergency changes. Support Configuration Management by identifying, managing, and validating Configuration Items (CIs) and their relationships. Monitor Service Provider performance and ensure agreed process requirements are met. Produce and maintain reports using ITSM tooling. Develop knowledge of the organisation's technical and business domains and apply this knowledge to IT service processes. Essential Skills & Experience 8–10 years of professional experience in IT Service Management or a comparable coordinating role within a complex IT environment. Demonstrable operational experience with Incident Management , including Major Incident Management. Strong experience coordinating P1/Major Incidents across multiple teams or Service Providers. Experience with Problem Management , including RCA and post-mortem…