Service Manager

  • Knab
  • Hoofddorp, Netherlands
  • Jul 25, 2017
Full time Information Technology

Job Description

"Do we just have to set up a bank?" No common thought that was the cradle of the first online bank of the Netherlands about six years ago. Everyday we are still not, but nowadays we serve over 130,000 customers with around 200 employees and a lot of technology. Knab continues to develop. For example, we do not want to be a bank in the future, but especially the personal assistant for all your financial affairs. Knab helps people to get all your money out effortlessly and in a timely manner. A great promise, and that's exactly where we need you.


The ICT department assures Knab of IT resources that offer the desired functionality and know the right, stability, robustness, performance and security. This provides a stable basis from which Knab can innovate in a controlled manner. The department is responsible for adequate systems and tooling systems to support this. The department strives for Operational Excellence (optimally streamlined ICT processes and cost control). This is a continuous improvement process by optimizing tasks, responsibilities, powers, processes and systems.


Knab has outsourced parts of its ICT implementation including system development, application development and infrastructure management. Primary support, the (technical) application management of the OTAP environments and (setting up) monitoring are among the responsibilities of the ICT department. A large part of ICT implementation is managed through contracts and operational agreements. The ICT department is thus the liaison between the business departments and the executive ICT suppliers and provides a good delivery. The Service (Level) Manager works in the Staff's Staff.


As a Service Manager you will ensure that Knab ICT's services meet the needs of Knab, its customers and the requirements / standards of (internal and external) supervisors. In addition, you guarantee the continuity of service management processes and the quality of the services provided in accordance with agreements and service levels.


  • Evaluates service reports in relation to the agreed SLAs;
  • Discusses the reports and main deviations with the parties concerned;
  • Carries out minutes and actions and action lists;
  • Checks for connection of internal and external reports


  • Inventory of the wishes and requirements of the business with regard to services rendered;
  • Assesses the possibilities of providing new or modified services;
  • Describes these new or modified services to change service level agreements;
  • Describes the impact on organization and costs;
  • Discusses the wishes and requirements of the business towards customized service level agreements with external parties;


  • Supervised the quality of service provided by Knab in relation to Business Expectations;
  • Provides improvement measures if the services provided do not match the wishes of the business (or on agreed contracts and service level agreements);
  • Does the improvement measures translate into an improvement plan, compiles a team to effect these measures and sends this team until it is realized;
  • Ensures that all changes as a result of the improvement plan are fully documented in the relevant contracts, service level agreements and service catalogs;


  • Communicates clearly about Service performance to key stakeholders;
  • Ensures appropriate presentation of this performance to all levels within the organization;
  • Supervises the timeliness, accuracy and completeness of the relevant information;
  • Supports additional communication to the business if regular communication is not enough and escalation is desired.


  • Knowledge and experience with Service and / or Information Management at WO / HBO level;
  • Knowledge of applied techniques, methods, products and services in the field of expertise;
  • Knowledge of ITIL processes and related methods;
  • Knowledge of budget and cost accounting processes;
  • Good social skills for advice, consultation and leadership;
  • At least five years experience in a management role within the context of Service Management;
  • You are excellent in Dutch and English language;
  • You have strong communication skills and are excellently able to work together (in teams).


  • Teamplayer
  • Organizer
  • Negotiate
  • Good communication skills
  • Open for feedback and provide feedback
  • Watches the rest during escalations