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About the Role
The Service Desk Capability and Incident Manager is responsible for the continuous development and optimization of the Global Support Center (GSC) within the Airports domain. This role drives capability management, service and process improvements, tooling enhancements, and operational excellence. The position also serves as the Major Incident Manager for critical customer-impacting events, ensuring effective coordination, communication, and service restoration during disruptions to airport operations. The role acts as a key link between Global Support Center operations, Service Delivery Managers, Experts, Product Development, and customers to ensure a reliable, scalable, and continuously improving support organization.
Responsibilities
- Define and maintain the capability roadmap for the Global Support Center.
- Identify capability gaps across people, processes, tools, and organizational governance.
- Drive capability maturity improvements through structured development programs.
- Develop standards, best practices, and operational frameworks for support teams.
- Support competency development, training initiatives, and knowledge management.
- Lead Continual Service Improvement (CSI) initiatives across global support services.
- Analyze operational performance, incident trends, and customer feedback to identify improvement opportunities.
- Facilitate improvement workshops and drive implementation of improvement actions.
- Establish, track, and report on service improvement objectives and benefits realization.
- Ensure lessons learned are incorporated into operational processes and standards.
- Own and drive the enhancement roadmap for support tools and platforms.
- Work with operational teams to identify opportunities for automation and efficiency improvements.
- Translate business requirements into tool improvements and development requests.
- Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.
- Ensure tools support standardized global ways of working.
- Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations.
- Lead incident bridges and coordinate cross-functional technical teams during service disruptions.
- Manage stakeholder communications during major incidents, including customer-facing updates.
- Escalate risks and issues to senior management where required.
- Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions.
- Maintain and improve the Major Incident Management process, governance, and reporting.
Requirements
- 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.
- Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.
- Excellent stakeholder management, communication, and facilitation skills.
- Strong analytical, structured problem-solving, and continuous improvement mindset.
- Ability to influence and drive change across global teams without direct authority.
- Proven ability to work effectively in an international environment across multiple continents, collaborating with globally distributed teams, customers, and stakeholders across different cultures and time zones.
- Background screening may be conducted, including verification of identity, qualifications, criminal background, or sanctions list checks.
Skills
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
- ITIL Continual Improvement
- Stakeholder Management
- Communication
- Facilitation
- Analytical Skills
- Structured Problem-Solving
- Continuous Improvement Mindset
- Influencing
- Change Management
- Collaboration
Location
- Global
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- € 4.936,73 to € 6.699,85 gross per month (excluding 8% holiday allowance)
Benefits
- 40 vacation days (20 statutory days and a flexible budget worth 20 days)
- Flexible working hours
- Health & Wellbeing budget worth €300/calendar year
- Commuting allowance, including full reimbursement of travel by public transport
- Working from home allowance
- Collective pension scheme
- Discount on additional health insurance
- On-site company health centres with a gym, physiotherapists and occupational therapists
- Vanderlande Academy and training facilities
- A variety in Vanderlande Network communities and initiatives
- Great company restaurant and coffee bar with barista
About the Company
- Vanderlande builds automated systems for airports and parcel logistics — managing baggage from check-in to reclaim, and sorting parcels across some of the world's largest delivery networks.
- A place to grow, with people who bring out the best in each other.
- Informal, international and professional working environment with a lot of scope for personal development.
- Profitable and growing company.
Equal Opportunity
- Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.