Information Technology Service Management Manager

We're AD/01, the tech studio that builds the future of food retail. Whether it's in-store aisles, online baskets, or behind-the-scenes operations, we innovate the daily food experiences for farmers and families, grandmas and greengrocers, and pickers and packers alike.

We're part of the Ahold Delhaize network, one of the world's largest global food retail groups and a leader in both supermarkets and e-commerce. With 19 strong local brands in Europe, the United States, and Indonesia, we create a meaningful difference for our customers, our people, and the world around us. And we're looking for the freshest minds excited to create the recipe for change.

Your new role and environment.

The ITSM Manager is responsible for ensuring the delivery of high-quality, reliable, and consistent IT shared services across all operating companies (OpCos) by implementing and governing IT Service Management processes and applying ITIL best practices. This role drives service excellence, operational efficiency, in collaboration with cross-OpCo ITSM teams, practicing the Three-in-a-Box (GEP/NL/BeCSE) principle for governance, and ensuring alignment with organizational strategy and objectives.

The ITSM Manager has also a close collaboration with Configuration Management, Business Continuity / Disaster Recovery Operations within his domain.

Key responsibilities of your role.

• Govern, implement, and maintain standardized ITSM processes across all operating companies (OpCos) in line with ITIL best practices, organizational OKRs, and Service Excellence principles.
• Accountable for the performance, stability, and continuous improvement of shared IT services.
• Own and govern core ITSM processes: Incident, Problem, Change, Request, Knowledge, and Configuration Management (CMDB).
• Ensure Configuration Management Database (CMDB) accuracy, integrity, completeness and integration with other ITSM processes across OpCos.
• Act as a spoc and foster collaboration between OpCo IT teams to deliver integrated, reliable services and maintain strong operational governance.
• Build a service-oriented culture focused on continuous improvement and proactive service quality management.
• Implement and enforce the Three-in-a-Box principle for service definition, ownership, and governance across all IT services and OpCos.
• Collaborate effectively with DevSecOps and product teams to ensure ITSM practices support agile and secure service delivery.
• Apply basic knowledge of cloud platforms to enhance ITSM process integration and service management.
• Align internal and external ITSM resources under consistent service and governance standards.
• Assist on coaching, mentoring, ITSM team members across OpCos.
• Remove operational or organizational blockers that impact cross-OpCo service delivery and efficiency.
• Align ITSM strategies with the organization's broader technology vision and business objectives.
• Ensure ITSM practices support both centralized governance and local operational autonomy.
• Represent ITSM in cross-functional planning and strategy sessions across OpCos.
• Translate business goals into measurable service outcomes and improvement plans / roadmaps.
• Promote awareness of ITSM and continuity management as strategic enablers of business value and risk reduction.
• Collaborate with DevSecOps and product teams to ensure strategic ITSM alignment supports agile development and secure delivery.
• Apply cloud platform knowledge where relevant to align service management with modern infrastructure and application delivery.
• Contribute to ITSM budget, forecasting, and resource allocation(s).
• Monitor cost efficiency of ITSM tools, licensing, linked to the vendor contract.
• Ensure accurate financial forecasting, capacity planning, and budget adherence.
• Deliver regular cost and performance reports to executive stakeholders.

What's in it for you?

We ask a lot. (We're looking for the best, after all). But we offer a lot, too.

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

We think you'll be best geared for success if you can meet the following requirements:

• 6+ years of overall IT Service Management along with a DevOps mindset
• ITIL certified
• Great foundation in the Servicenow product / application area for which this role is hired
• Have a learning mindset and remain relevant in focus area
• Comfortable with presenting and public speaking
• Clearly articulate vision and strategy for team to execute
• Manage expectations both up and down the organization
• Manage conflict, being pragmatic and compromise oriented
• Financial maintenance of products and services needed
• Focus on delivering value at every iteration
• Think strategically, inspire and encourage teams to design for the medium term

It goes without saying that so-called 'soft skills' are just as important as their 'hard' cousins. We highly value:

• Experience working within a matrix-style structure with international teams
• Provide hands-on, expert level technical assistance to developers
• Be flexible, reliable and have a true hands-on mentality
• Strong organizational skills
• Team player; involves others, shares knowledge and seeks opportunities for cross functional working and collaboration
• Creative; identifies solutions and selects the best combination of practices by taking an innovative approach to problem solving
• Builds trust with colleagues, clients & vendors
• Must be results oriented; demonstrates a "can-do" attitude – adaptability, flexibility and resourcefulness
• Adaptable to situations and different/multicultural environments
• Excellent command of the English language both written & spoken

Apply now

If you're excited to help us grow, then please apply now. If you feel like you might
not
tick all the boxes but have the skills and personality we're looking for, then please also apply now

Got questions? Don't be shy. Ramona Stan, at , has answers.

For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.