Support Manager 

 Location: Schiphol, Netherlands

Start: ASAP

 This is an exciting opportunity to shape a newly created role focused on operational excellence, service management, and stakeholder collaboration within a large-scale airport environment.

Key Responsibilities

Drive and oversee Incident, Problem, and Change Management processes in collaboration with Service Managers.

Chair performance review meetings and ensure effective operational governance.

Develop and monitor performance metrics across technical systems, operational usage, and system control.

Produce weekly, monthly, and quarterly performance reports for management and leadership.

Coordinate with internal teams and external stakeholders to ensure optimal system performance.

Support or temporarily lead complex operational issues and high-priority initiatives.

Identify opportunities for continuous improvement and implement process enhancements.

Act as a key point of coordination across departments to maintain end-to-end operational performance.

Required Experience

Bachelor's degree (HBO) or equivalent working and thinking level.

Minimum 10 years of experience in a baggage handling, logistics, warehouse, or similar operational environment.

Demonstrated knowledge of ITIL v3 or ITIL 4 frameworks.

Affinity with technical systems and operational support.

Experience working in complex, service-oriented environments with multiple stakeholders.

Key Skills

Strong stakeholder management and communication skills.

Experience with Incident, Problem, and Change Management processes.

Analytical mindset with a focus on operational performance and continuous improvement.

Excellent organizational and coordination abilities.

Diplomatic, proactive, and solution-oriented.

Comfortable working in fast-paced, high-availability operational environments.

Able to balance strategic thinking with hands-on execution.