Manager IT Service Management Den Haag • Odido

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At Odido, we’re on a mission to become the most customer-driven telco in the Netherlands—and the continuity, performance, and reliability of our IT services are at the core of that promise.

As Manager IT Service Management, you will be the strategic force behind the availability and quality of our business-critical IT applications and systems. You’ll lead service assurance across both mobile and fixed domains, ensuring that our customers enjoy seamless digital experiences—no matter how many are streaming, calling, or connecting at once.

Imagine this: a high-traffic moment hits—thousands of users online at the same time. Behind the scenes, your proactive monitoring, smart automation, and self-healing systems keep everything running smoothly. And when an alert triggers at 3 AM, your setup handles it before anyone notices. The next day, your team digs deep into the root cause, turning lessons into future-proof solutions.

You bring people together. You speak the language of tech, but also understand business urgency and customer impact. Whether it’s leading vendor performance, optimizing APIs and integration frameworks, or aligning KPI targets across teams—you ensure that everything connects and performs as it should.

This role calls for someone with a strong foundation in IT Service Management, a sharp sense of ownership, and a mindset that blends operational detail with strategic oversight.

Long-term experience in the telecom sector, in a managerial IT service environment, is not just preferred—it’s essential. Without that deep industry understanding, we simply cannot consider your profile. You need to know the pressures, the pace, and what it takes to keep critical systems up and running when everything’s on the line.

Every day is different. You’ll collaborate across departments, lead with empathy, and deliver solutions that empower our people, simplify complexity, and help us keep our promise to customers—today and tomorrow.

Your core responsibilities are:

Strategic ITSM Leadership:

• Lead the ITSM function across ITIL disciplines (Incident, Problem, Change, Release, and Configuration).
• Oversee delivery and assurance of services across OSS, BSS, CRM, Billing, and network platforms.
• Ensure end-to-end service visibility across mobile and fixed telecom services.

Cross-Domain Service Assurance:

• Manage service assurance across broadband & mobile voice/data/SMS, and core IT platforms.
• Reduce repeat faults, restore services efficiently, and improve customer-impacting KPIs.

API Management & Integration Oversight:

• Govern API lifecycle management across IT systems (CRM, billing, OSS/BSS, provisioning, digital apps).
• Ensure uptime, reliability, and security of key APIs used by internal platforms and external partners.
• Collaborate with architecture and development teams to:
• Enforce API versioning and documentation standards
• Monitor performance, latency, and integration health
• Resolve downstream service impacts caused by API failure or overload
• Contribute to API gateway policies, service discovery, throttling, and integration governance (e.g., using Apigee, Kong, WSO2, or AWS API Gateway).

Business KPI Ownership:

• Track and improve telecom KPIs, including:
  • Mobile: Activation success, app availability, recharge errors, repeat complaints
  • Fixed: Fault call rate, truck roll volume, SLA compliance for fault and install
  • Shared: MTTR, SLA/OLA performance, incident trend, NPS-related issues
• Present KPI dashboards to leadership and drive structured action plans for underperformance.

Billing & Revenue Assurance Reporting:

• Oversee IT-related performance in billing cycles, mediation, usage rating, and invoice accuracy.
• Collaborate with RA and Finance teams to identify and close revenue leakage risks.
• Monitor key indicators such as charging failures, data reconciliation gaps, and delayed job processing.

Vendor & Partner Management:

• Manage vendor SLAs, delivery commitments, and service improvement plans.
• Conduct regular vendor performance reviews and hold third parties accountable for KPIs.
• Align vendor support with internal IT and business roadmaps.

COO Issue Reduction & Structural Fixes:

• Partner with Field Ops, Customer Service, and the COO office to drive down repeat calls, complaint volumes, and field dispatches.
• Promote automation and process fixes over manual resolution.

Service Intelligence, Reporting & Automation:

• Implement intelligent reporting for real-time service health, incident trends, and SLA compliance.
• Use ITSM platforms and observability tools to deliver actionable service insights.
• Enable proactive alerting and auto-remediation via integrations and intelligent workflows.

Leadership & People Management:

• Lead, mentor, and develop a team of End-to-End (E2E) Service Assurance Managers.
• Foster a performance-driven culture with focus on accountability, continuous improvement, and service quality.
• Provide coaching and direction for issue prioritization, stakeholder alignment, RCA ownership, and executive reporting.
• Ensure cross-functional collaboration between assurance teams, field operations, NOC, and product domains.

We are Odido, the new provider of mobile, fiber optic and TV. And with almost 2,000 colleagues, we show that telecom can be improved. Because technology is for everyone. Wherever you come from, wherever you go. With Odido everyone participates in the digital world. That is our ambition. Everyone at Odido helps to build a brand that is human, optimistic and progressive.  

Is that really something for you? Then we might fit well together. 

Our name - you can also read it from back to front - consists of different shapes. Which together are one. Because that's how we look at the world around us. As a place where people, no matter how different, move forward together. We're there for each other. We always look at opportunities. We celebrate diversity and are committed to an inclusive work environment with equal opportunities for all. That sounds good of course. But we don't stop at fine words: at Odido we are a recognized Top Employer. A confirmation that we are proud of. 

• Good salary and variable bonus scheme;
• Hybrid working;
• A progressive pension scheme;
• 30 vacation days (if you work for us full-time) and an extra day off after Ascension Day;
• Redeemable holidays;
• An Odido subscription;
• Real growth opportunities;
• Personal annual learning budget and over 200 digital training and courses;
• Workshops, learning weeks, annual ski trip, fun outings and parties.

Some things you cannot learn at university, but you possess them by nature. Your core personality is empathic, decisive, humorous, people-focused, authentic, and honest. You know the difference between managing and coaching and understand when to apply which. You embrace challenges and are eager to grow. These are traits we are looking for not only in managerial positions but in every member at every level of Odido!

Required Skills & Qualifications:

• Bachelor’s or Master’s degree in IT, Telecom, Engineering, or related field.
• 12–15+ years of experience in ITSM/telecom IT operations, with minimum 5 years in leadershipin Service Management and team management.
• Proven experience managing E2E service assurance teams and vendor partners.
• ITIL v3/v4 Expert certified.
• Strong background in telecom OSS/BSS platforms, service orchestration, and incident/fault management.
• Understanding of telecom APIs, integration platforms, and system interoperability.

Preferred Qualifications:

• Familiarity with API management tools (Apigee, WSO2, Mulesoft, AWS API Gateway).
• Experience with Amdocs, NetCracker, CSG, or other large-scale billing/CRM stacks.
• Certifications in PMP, Six Sigma, ISO 20000, or COBIT.
• Exposure to cloud operations, CI/CD, and DevOps/Agile practices.

Working Conditions:

• Hybrid/on-site model depending on business need.
• Availability for major incidents, critical releases, and billing cycle support as required.

At Odido we learn every day. All of us. You are responsible for your own development. That is why you decide how, what and when you learn. We have more than 200 digital training courses with which you can work on professional and personal goals. We don't do old-fashioned performance reviews and assessments. You keep your manager and colleagues informed of your goals and progress. You are in control. 

Are you as excited about Odido as we are? Then we are probably a good match. We are looking forward to meet you! You can apply via the application button. Done in a minute!