Manager Service Operations & AI

Are you an experienced IT Operations Manager who can not only lead a support organization but also sees opportunities to make service delivery smarter and more efficient with AI? Then we have an interesting challenge for you.

For Fivespark, an ambitious Managed Service Provider in Amstelveen, we are looking for a Manager Service Operations & AI. In this versatile role, you will combine operational leadership with process improvement, automation, and the further development of your own AI agent.

You will be responsible for a team of 12 support professionals and play an important role in the transformation towards increasingly automated IT service delivery.

About Fivespark

Fivespark is an innovative Managed Service Provider that supports companies and governments with modern IT solutions.

The organization is working on the Managed Service Provider of the future, in which automation, artificial intelligence, and data-driven processes play an increasingly important role.

An important part of this is Sparkle, an internally developed AI agent that already assists with ticket registration, triage, customer inquiries, and routing. The ambition is to further develop Sparkle into a fully-fledged digital colleague who can perform more and more operational processes independently and reliably.

The organization is characterized by short lines of communication, an informal working atmosphere, and ample room for personal initiative and responsibility.

What will you do?

As Manager Service Operations & AI, you will be responsible for the daily management and further professionalization of the second-line support organization. At the same time, you will play a central role in developing and implementing AI and automation.

Your activities will consist of four important components.

Leading the support organization

• You will lead a team of 12 second-line support employees.

• You will coach and develop employees and ensure clear priorities, structure, and collaboration.

• You will monitor the quality, capacity, continuity, and performance of the service delivery.

• You will identify bottlenecks and translate them into concrete improvement actions.

Further developing AI agent Sparkle

• You will be the functional owner of Sparkle and co-determine the vision, roadmap, and priorities.

• You will translate operational challenges into practical AI applications.

• You will ensure that Sparkle functions safely, reliably, and user-friendly.

• You will collaborate with technical specialists on the further development of this digital colleague.

Improving and automating processes

• You will analyze existing operational processes and identify opportunities for automation.

• You will optimize workflows, knowledge bases, and work instructions.

• You will ensure good collaboration between employees and AI.

• You will contribute to the ambition to support or fully automate at least 75% of standard operational processes with AI.

Guiding change

• You will collaborate with Operations, Software Development, Business Consultancy, and external partners.

• You will guide employees in the transition to a more AI-driven way of working.

• You will create buy-in, communicate clearly, and ensure that changes are actually implemented.

Who are we looking for?

We are looking for an operationally strong manager who can bring structure, motivate employees, and at the same time look ahead to the possibilities of new technology.

You understand how an IT support organization works, know how to make processes manageable and predictable, and get energized by continuously improving service delivery.

In addition, you possess:

• HBO or WO work and thinking level.

• At least 5 years of experience within Managed Services, ICT Operations, or IT Service Management.

• Experience in leading, coaching, and developing operational teams.

• Good knowledge of ITIL processes and service management.

• Affinity with AI, automation, and digital innovation.

• Strong analytical and organizational skills.

• The ability to translate technical possibilities into concrete operational improvements.

• Good communication skills and experience with change management.

You don't need to be an AI developer. We are specifically looking for someone who understands how to successfully deploy AI and automation within an operational IT organization and can involve employees in this.

What can you expect?

You will be directly employed by our client and will have a key role within an organization that is investing heavily in the future of IT service delivery.

You can count on:

• A gross monthly salary of €4,487 to €6,494, depending on knowledge and experience.

• A mobility budget of €850 per month, which you can use as you see fit.

• A full-time employment contract.

• Flexible working options and space to work hybrid.

• A lot of autonomy and direct influence on the development of the organization.

• Ample opportunities for personal and professional development.

• The chance to actively contribute to innovative AI and automation projects.

• An informal and professional work environment with short lines of communication.

• A committed team of colleagues who collaborate on improvement and innovation.

Why is this an interesting position?

What makes this role special is the combination of people management, operational responsibility, and AI innovation.

You will not only be tasked with ensuring an existing support organization functions well but also with preparing it for the future.

In addition, you will have the space to structurally improve processes, apply new technology, and effectively influence the way IT service delivery is organized.

A great challenge for an experienced Service Delivery Manager, IT Operations Manager, or Support Manager who is ready for the next step.

Interested?

Do you want to lead an IT support organization and play an important role in the further development of AI within Managed Services?

Then we would love to get in touch with you!

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