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Service Operations Manager

Type of vacancy: Regulier
Job level: MSG3
City: Amstelveen
Hours per week: 40
Education: HBO Master/ WO-pre-master
Apply before: 27-09-2022



The Business Relation Management (BRM) organization for Commercial takes care of the relation between IT and the Business when it is about quality of service, support (especially with the Joint Functional Support team), infrastructure delivery, and continuity costs. The Digital domain is part of the scope of BRM Commercial.

As Service Operations Manager (SOM), you coordinate and manage the "end-to-end” IT services between different business stakeholders and the AF/KL IT organization. You keep close contact with the business and collect the wishes/requirements and adjustments from stakeholders so that the service runs optimally. You work on continuity (running services) and innovation (building services):

  • Running Services: Support of the Business Delivery Manager (BDM) of the Digital domain and/or direct participants of the Digital Product Teams, as well as any third parties relevant to the IT services offered by AFKL IT
  • Building Services: Participation in Infrastructure and Business projects to build the service and support chain (service design and service engineering).

As per Summer 2022, the services in the Digital domain will gradually migrate to Microsoft Azure cloud. This is an in-depth transformation in the way the services are operated, where the Digital SOM should contribute.


What are you going to do?

As a Digital SOM you will design and implement Digital Solutions, and follow-up the quality of service of these solution, together with your fellow Digital SOM colleagues:

  • Interpret and translate Digital service and support requirements into an end-to-end IT solution, including design of support chain, processes, organization and financial aspects
  • Follow-up the quality of service of part of the Digital solutions, attend the meetings after an incident, and make sure that Return on Experience and improvement action plan are executed after an incident.
  • Monitor the continuity cost of the Digital services of your portfolio
  • Closely work with the Digital business, capture the Digital customer’s demand and communicate this demand to the BRM/IT organization
  • Act as consultant towards Digital business and IT product teams
  • Work with Digital business to understand and meet non-functional requirements in a timely manner
  • Provide business inputs to the Technology Platforms’ roadmap and Service portfolio
  • Act as a trusted partner to provide solutions to the Digital customers’ needs


Where do you land?

You will be working in a joint AFKL team. You will be located in KL HQ Amstelveen. You will work with other Digital SOM in the team, with the various Digital Product Teams, the Digital Business and the IT teams. You act as a Single Point of Contact (SPOC) and escalation point for business customers (internally AFKL IT or externally AFKL IT). As such, you solve problems that occur in the delivery of services. The activities cover a broad portfolio of different services in a complex customer environment. The services in question are provided in an unstable, dynamic environment and are crucial to the results of the assigned domain within the business division or medium-term technical discipline. The activities can be of a considerable innovative nature, introducing new techniques. It may happen that the SOM leads a diverse project team consisting of employees with different skills, often in an AFKL context, where the members work together with different stakeholders from different disciplines, in remote locations. You will work in an AFKL team​


Your profile

  • As Digital SOM level 2, you must be able to perform your function independently.
  • A Digital SOM needs to be able to deal well with the business dynamics and pressure that goes with it.
  • In addition to the basic skills of SOM (knowledge of IT processes and service modelling, IT culture, and good transversal network), specific knowledge and skills of the Commercial and/or Digital domain are desired.
  • Special process and system knowledge in the field of Electronic Booking, Flying Blue, call centers, Altea Reservation and Inventory and ServiceNow is recommended. In Commercial domain, it is important to have knowledge of APIs /Mashery and working in Agile / Product Teams.
  • The Commercial domain has a large continuity budget and has many stakeholders. We expect the SOM to be able to manage costs and external contracts/licenses and find its way in the complex organization with many stakeholders.
  • A Digital SOM must be able to cooperate in AFKL context (both Commercial business and IT are joint organizations), and should take into account travel between various locations (AMS – both KL HQ in Amstelveen and IT building in POV –, CDG, IT locations in Toulouse and Valbonne).
  • In Commercial team, we are working in Agile teams, and a SOM in such an environment should feel comfortable with Agile environment as well as with traditional projects.


Furthermore, you have:

  • Academic work and thinking level, obtained by IT courses or experiences
  • Knowledge of ITIL and specific of service management
  • Knowledge of AFKL ICT business processes
  • English proficiency (both oral and written) (B2 minimum)
  • Long-term experience as a project leader
  • >5 years of ICT work experience, knowledge and experience with ITIL processes in a complex environment.



  • KLM does not provide sponsorship for this position.


We offer

  • A challenging role at an unique employer in the Netherlands
  • A gross salary between €4.216,37 and €5.601,75 per month
  • Plenty of room for personal development and wonderful career opportunities
  • A good pension scheme, end of the year bonus and 8 percent holiday pay
  • 25 days of paid holiday and 5 extra days off
  • Great discounts on airline tickets (if you have been in service for at least 6 months)
  • A travel expenses scheme and free use of the bus network around Schiphol
  • Discount of your health insurance
  • A personal budget for sustainable employability


Ready for your next destination?

Don’t wait any longer, send us your CV before the final boarding call on 27-09-2022! A motivation letter is no longer required; we will simply ask you a couple of questions during your online application. Within two weeks you will receive a message from us. Your application procedure consists of two interviews.



If you would like to know more about the position, please contact the hiring manager. Call or e-mail the recruiter for questions about the application process. In both cases, don't forget to mention the vacancy number: #11595.


Hiring manager




Marnix van Doorn: MARNIX-VAN.DOORN@KLM.COM or +31628612096


Details from this vacancy are not to be used for marketing purposes.