Group lead IT Service Management

Job Title

Group lead IT Service Management

Job Description

Do you thrive on leading people, driving service excellence, and delivering measurable outcomes in complex IT and OT environments?

About the role

We’re growing our IT Service Management capability that underpins mission‑critical, automated warehouse solutions for global customers. As Group Lead, you’ll own the people leadership, delivery governance, and continuous improvement of a high‑impact team of IT Service Delivery Managers and Service Solution Architects—ensuring reliable services, smooth transitions, and measurable outcomes for our customers. This team works across IT and OT domains, aligning services to customer business objectives and the performance of Material Handling Systems and IACS resources.
 

What you’ll do

• Lead & grow the team: hire, onboard, coach, and develop IT Service Delivery Managers and Service Solution Architects; build a strong community of practice, clear career paths, and succession plans.
• Own service delivery performance: govern SLAs, incident/problem/change processes, and improvement roadmaps; drive lifecycle planning (from plan & deploy to operate & retire) with clear responsibilities and handshakes across Sales, Delivery, Operations, and Support.
• Operational excellence & reporting: establish and improve a KPI frameworks and cadence; to monitor service health, steer on contract compliance and support the organisation in the transition towards a true IT/OT service provider.
• Architecture & solution ownership: with Service Solution Architects, define standards, reference designs, and service take‑over criteria; safeguard product/platform requirement compliance in the Life Cycle towards the customer demand, Safeguard the change processes according to ITIL for customers.
• Customer & stakeholder management be the senior point of contact for escalations; align with Service Sales, Service Contract Management, Technology, and Operations on delivery, quality, roadmaps; represent service capabilities and the development of new services.
• Process & tooling maturity: Safeguard standardization of service descriptions, ways of working, and tooling adoption the organisation and customers enabling a growth and professional service delivery towards the warehouse customers.
 

What you bring

• Bachelor’s degree preferably in Information Technology, Computer Science, Engineering, or a related field
• Proven leadership (5Years) of ITSM/Service Delivery teams in complex, customer‑facing environments (IT/OT).
• Deep knowledge of ITIL practices (Incident, Problem, Change), SLA management, and governance.
• Experience with lifecycle planning and transition‑in/‑out services for industrial automation/warehouse systems.
• Fluency in English and excellent stakeholder communication across technical and business domains.
• Comfortable working with tools like Power BI, Maximo, Excel
• Ability to balance standardization with customer‑specific situations and needs, and to lead through influence across matrixed teams.
• Knowledge of industry-specific regulations and standards (e.g., ISO, NIST, IEC)
• Certifications such as PMP, ITIL, or similar are desirable
• Willigness to travel ~20% (domestic & international), aligned to customer governance and key milestones.
 

Nice to have

• Exposure to shared‑responsibility service models and RACI matrices for multi‑party environments.
• Experience in pre‑sales, scoping, and shaping IT/OT service deliverables with clear take‑over criteria.
 

Why join

• Shape a core capability that directly impacts uptime and performance for our leading brand worldwide.
• Work with experts across Service, Technology, Delivery, and Operations to raise the bar on IT/OT services.
• Competitive package with growth opportunities

Your Department

Within Vanderlande, the BU Warehousing is active throughout the world, and you are part of the IT and Remote Services department. The department consists of IT service consultancy, IT architecture, IT project management, IT service management and Test and deployment Managers and Engineers who work together to make sure IT systems and services are fit-for-purpose and available around the clock for our customers to use.

Our customers are increasingly recognizing the importance of IT services throughout the life cycle of a system. Our Material handling solutions are evolving in size and complexity, increasingly productized and becoming more modular on all levels (equipment, software and IT hardware), which leads to a growing importance of our IT services.
 

What do we offer?

At Vanderlande, you will have the opportunity to truly make an impact within a high-tech, international organization that is constantly evolving. You will work alongside driven professionals and have the freedom to apply and further develop your vision and leadership. We offer a competitive salary aligned with your experience and expertise.

On top of that, we offer:

• 40 days of annual leave (20 statutory + 20 through a flexible budget)

• Hybrid working: 40% from home, 60% in the office

• Flexible working hours and an extensive Health & Wellbeing budget (€300 per year)

• Full reimbursement of public transport commuting costs, pension scheme, and discounts on supplementary health insurance

• Modern facilities: on-site fitness, physiotherapy, and ergonomics services

• Plenty of development opportunities through the Vanderlande Academy

• Networking and community events within Vanderlande
 

Interested in the position?

Apply now! You can upload your CV and cover letter. For more information about this vacancy, please contact our recruiter, Anissa Bejaoui.
 

Background screening
​For this position it is possible that a background screening will be conducted. This screening can include checks such as verification of identity, qualifications or other relevant records, which may include criminal background or sanctions list checks, in accordance with our internal policies and applicable laws. Any job offer may be extended under the condition that the screening does not give reason to reconsider the hiring decision. Candidates will always be informed about the process and their rights before any screening is initiated.

Diversity & Inclusion

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.