ICT vacatures Amsterdam

Service Manager

What makes Cognizant a unique place to work? The combination of rapid growth on a global scale in an international and innovative environment! This is creating a lot of opportunities for people like you — ambitious and pro‑active with an entrepreneurial spirit who creates and seizes opportunities.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, innovative, and successful. And this is your chance to be part of that story.

Your role:

We are currently seeking a Service Manager to become a vital part of our dynamic delivery team. In this role, you’ll take the lead in crafting and overseeing robust Service Level Agreements (SLAs), as well as developing the associated Operational Level Agreements, ensuring that all our essential services run seamlessly. To be successful in this role, you will bring extensive hands‑on experience, proven SLA/OLA templates and exceptional communication skills to successfully engage stakeholders across business, our client and IT.

Responsibilities:

• Define and draft the SLA and OLAs for Operational Database application, ensuring clarity, measurability and alignment with business needs.
• Establish and manage SLA and OLA’s with internal teams and stakeholders.
• Essential services to be detailed in the SLA and OLAs:
  • Daily Operations – ensuring smooth and uninterrupted functioning of operational database application.
  • Monitoring – proactive monitoring of application performance, availability, and capacity.
  • Incident Management – efficient resolution of incidents with clear escalation procedures.
  • Business Continuity – ensuring service resilience, disaster recovery, and continuity planning.
  • Security and Compliance – adherence to Schiphol’s security policies and regulatory requirements.
  • Infrastructure Management – ensuring stable, secure, and cost‑effective infrastructure supporting the operational database application.
  • Capacity management – ensures that IT resources are right‑sized, cost‑effective and able to meet current and future business demands.
• Deliver all SLA/OLA documentation in English, adhering to best practices and established standards.

What you will bring to the team:

• At least 8 years of experience in IT Service Management and SLA/OLA governance within complex, mission‑critical environments.
• Proven track record of drafting SLA/OLA templates based on personal experience and industry best practices.
• Experience with operations systems in aviation and transport & logistics industry or other highly critical applications is a strong advantage.
• Strong knowledge of ITIL processes (ITIL4 certification preferred).
• Exceptional command of English and Dutch, both written and spoken, with a demonstrated ability to produce clear, concise, and highly professional documentation.
• Strong stakeholder management, negotiation and facilitation skills.
• Analytical and structured mindset with the ability to translate business requirements into measurable service levels.

What we offer

• A competitive salary based on your qualities and experience.
• Access to Udemy, Cognizant Academy digital libraries for your continuous learning.
• NS business card to cover your commute expenses.
• 25 days of paid holiday per year.
• A laptop and a smartphone.
• A pension scheme.
• Organization driven by technology – we have a tremendous technology backbone.
• Open, ‘can do’ team spirit and international environment that encourages making your ideas reality!

Studies show that women and underrepresented groups tend to apply for jobs only when they fulfil 100% of the requirements. If this sounds like you, we would like to encourage you to reconsider and apply. The requirements listed above are guidelines and we welcome applications from candidates who may not meet all of them but are keen to develop their skills. We look forward to receiving your application.

Diversity And Inclusion At Cognizant

At Cognizant, we believe diversity and inclusion are at the heart of our ability to execute successfully and consistently over the long term. We recognize that our people are our most important asset. We strive to create an environment where all associates feel comfortable to be themselves, feel accepted and can therefore thrive both personally and professionally. We continue to drive D&I throughout our organization to unlock the insights, imagination and innovation of our associates, as well as reflect the diversity of our clients and communities. We are a Dutch and European Top Employer and continually drive employment recognition and engagement through employee friendly policies and affinity groups such as “Women Empowered”, “Embrace LGBTQ+” and “Race Equality Network”. For more information, see https://careers.cognizant.com/global/en/diversity-and-inclusion

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