Process Coordinator -Systems & Markets Arnhem • OverheidZZP

In het kort: Je gaat als Process Coordinator de uitvoering van ITIL-processen binnen het Systems & Markets domein coördineren, verbeteringen aansteken en zorgen voor samenwerking met andere domeinen om continue verbetering te bevorderen.

Process Coordinator (ITIL Focus)

About TenneT:
TenneT is a leading European Transmission System Operator (TSO), managing over 25,000 kilometers of high-voltage lines and cables across the Netherlands and Germany. We provide safe and reliable electricity to 43 million domestic and business users around the clock. Our mission is to ensure that power is available at the flick of a switch, whenever and wherever it is needed. As we integrate an increasing proportion of renewable energy into our grid, we maintain an exceptional service level of 99.99963%, positioning us among the best in the world. Met ongeveer 8.500 medewerkers is TenneT actief bezig met een groeistrategie die wordt gedreven door de ambitieuze energietransitie. Onze organisatie is gestructureerd rond zes end-to-end kernprocessen om succes en efficiëntie te bevorderen.

About Business Technology Organization (BTO):
BTO is TenneT’s centralized IT organization and a crucial component of TenneT’s ambitieuze strategie. Organized into value streams and domains, BTO aligns seamlessly with TenneT’s end-to-end processes. The BT Office, functioning as the CIO Office, is the key stakeholder for this role and drives direction, control, and change across domains and value chains. Within the BT Office, the Quality Performance Management (QPM) team plays an essential role as process owner and governance partner, making it a primary stakeholder for the domain Process Coordinator. Following a significant reorganization, BTO is now poised to take the next step in realizing its full potential. As part of this effort, we are focusing on implementing IT Service Management (ITSM), Enterprise Service Management (ESM), and IT4IT frameworks to enhance our service delivery and performance. For the Systems & Markets domain specifically, Chain Orchestration is a critical area of focus currently being implemented. Our ultimate goal is to reduce disruptions of critical IT services and increase the speed of IT service delivery to the business, seen from an end-to-end perspective.

About BTO’s key domains:
BTO operates across several key domains, each serving a critical function in supporting and enhancing our organization’s IT infrastructure and business processes. To ensure the successful implementation and adherence to universal (ITIL) processes, dedicated Process Coordinators have already been assigned to the other domains. Deze individuen spelen een cruciale rol in het afstemmen van de operaties van hun domein op onze organisatiebrede ITIL-strategieën en het bevorderen van continue verbetering. De huidige vacature betreft specifiek het Systems & Markets domein.

Here’s a brief overview of the domains:
– Systems and Markets (department for this position): Ensures the effective management of critical systems that controls and balance the electricity grid.
– Asset Chain: Provides IT support for the business unit managing essential assets of the grid infrastructure.
– Enabling Functions: Oversees shared IT platforms and systems, including HR, Finance, Supply chain, HSE & facility management, and other cross-functional support systems.
– Digital & Data: Drives data analytics and insights, enabling informed decision making across the organization.
– IT Operations: Manages IT operations, encompassing on-premises infrastructure, data centers, cloud services, and Service Desk operations.

Each domain plays a unique role in ensuring our systems, assets, and operations run smoothly and efficiently, contributing to the overarching mission of delivering reliable and robust IT solutions. Process Coordinators will be instrumental in bridging domain-specific operations with our unified ITIL framework. Therefore, the Process Coordinator is part of one of the domains.

About the role:
This is primarily a tactical role, positioned between the BT Office – with the Quality Performance Management (QPM) team as a key stakeholder – and the domain. As a Process Coordinator, you act as a bridge, ensuring that domain-specific execution is aligned with organization-wide ITIL processes. While the role does not involve direct operational execution, it requires the ability to zoom in on operational details when necessary to facilitate improvements, resolve bottlenecks, and provide informed guidance. You report to the lead of the Domain Office of the domain with a strong connection to the QPM team. Your responsibilities will focus on:

– Enabling Process Excellence in the Domain:
Ensure proper execution and adherence to ITIL processes within the domain Systems & Markets.

– Oversee critical activities:
Such as leading the Domain Change Advisory Boards (CABS), participating in configuration committees, addressing process bottlenecks, and ensuring high performance in processes like Change, Problem, Incident, and Configuration and Asset Management.

– Representing the Domain in Process Guilds:
Act as the voice of your domain in the Process Management Guild, collaborating with Process Coordinators from other domains and the Process Managers who own the processes. Contribute to the evolution of unified and powerful ITIL4 processes that are consistent across the entire BTO organization while finding creative ways to adapt our processes next to the tradition service management also to agile and DevOps practices.

This role is pivotal in balancing domain-specific needs with organization-wide process excellence. If you’re passionate about aligning execution with strategic ITIL goals and fostering collaboration to drive continuous improvement, we’d love to have you on board!

Key Responsibilities & Deliverables:
ITIL Process Coordination
– Effectively coordinate multiple ITIL processes, prioritizing Incident, Problem, Change, and Config & Asset Management as needed.
– Deliver clear process guidelines, documentation, and schedules to ensure seamless implementation.
– Contribute to further implementation of Chain Orchestration.

Process Adherence Enhancement
– Develop and implement targeted strategies to boost adherence to ITIL processes.
– Deliver regular metrics and reports demonstrating improvements in process adherence and consistency.

Results-Focused, Fact-Based Output
– Produce high-quality process outcomes, supported by data-driven insights.
– Deliver frequent status updates and measurable results to showcase progress and maintain momentum.

Continuous Improvement Initiatives
– Identify and propose actionable improvements to existing ITIL processes.
– Oversee the roll-out of enhancements, tracking their impact and delivering reports on effectiveness.

Stakeholder Engagement & Collaboration
– Collaborate with cross-functional teams to ensure widespread adoption of ITIL processes with a domain. In particular, work closely with Service Managers and Domain Leads, as they are key stakeholders in process adherence and continuous improvement.
– Deliver communication plans and engagement activities that foster a culture of continuous improvement.

Additional information:
– Location for this position is Arnhem (MCE and Rijnpoort) where the candidate is expected to be at the office at least 2 times a week.

LET OP: Het is voor onze opdrachtgever noodzakelijk dat je aan al de gestelde functie-eisen kunt voldoen. Dit moet overtuigend blijken uit je CV. Alleen dan is reageren op deze opdracht zinvol.

LET OP: Op basis van de wensen van onze opdrachtgever wordt bepaald of je eventueel wordt uitgenodigd voor een selectiegesprek. Het is dus noodzakelijk dat je ook op de wensen een sterke match hebt.

De sluitingsdatum van deze opdracht is de harde deadline van onze opdrachtgever.

• Om je krachtig voor te kunnen dragen hebben wij minimaal één werkdag nodig om samen met jou alle bescheiden in orde te maken.
• Wanneer je interesse hebt in deze opdracht en overtuigd bent van een sterke match, reageer dan direct!
• Naast een actueel en op de opdracht gericht CV zullen wij altijd vragen om een bondige persoonlijke motivatiebrief (inclusief een toelichting per functie-eis en -wens) en een indicatief uurtarief/maandloon.

Op basis van deze informatie kunnen wij voor je aan de slag! We nemen contact met je op om alle verdere details goed door te nemen en duidelijke afspraken met je te maken.