Process Coordinator (ITIL Focus)

About TenneT:
TenneT is a leading European Transmission System Operator (TSO), managing over 25,000 kilometers of high-voltage lines and cables across the Netherlands and Germany. We provide safe and reliable electricity to 43 million domestic and business users around the clock. Our mission is to ensure that power is available at the flick of a switch, whenever and wherever it is needed. As we integrate an increasing proportion of renewable energy into our grid, we maintain an exceptional service level of 99.99963%, positioning us among the best in the world. With approximately 8,500 employees, TenneT is actively pursuing a growth strategy driven by the ambitious energy transition. Our organization is structured around six end-to-end core processes to drive success and efficiency.

For TenneT we are looking for an senior Process Coordinator

About Business Technology Organization (BTO):
BTO is TenneT's centralized IT organization and a crucial component of TenneT’s ambitious strategy. Organized into value streams and domains, BTO aligns seamlessly with TenneT’s end-to-end processes. The BT Office, functioning as the CIO Office, is the key stakeholder for this role and drives direction, control, and change across domains and value chains. Within the BT Office, the Quality Performance Management (QPM) team plays an essential role as process owner and governance partner, making it a primary stakeholder for the domain Process Coordinator. Following a significant reorganization, BTO is now poised to take the next step in realizing its full potential. As part of this effort, we are focusing on implementing IT Service Management (ITSM), Enterprise Service Management (ESM), and IT4IT frameworks to enhance our service delivery and performance. For the Systems & Markets domain specifically, Chain Orchestration is a critical area of focus currently being implemented. Our ultimate goal is to reduce disruptions of critical IT services and increase the speed of IT service delivery to the business, seen from an end-to-end perspective.

About BTO’s key domains:
BTO operates across several key domains, each serving a critical function in supporting and enhancing our organization’s IT infrastructure and business processes. To ensure the successful implementation and adherence to universal (ITIL) processes, dedicated Process Coordinators have already been assigned to the other domains. These individuals play a pivotal role in aligning their domain's operations with our organization-wide ITIL strategies and fostering continuous improvement. The current vacancy specifically concerns the Systems & Markets domain.

Here’s a brief overview of the domains:

• Systems and Markets (department for this position): Ensures the effective management of critical systems that controls and balance the electricity grid.
• Asset Chain: Provides IT support for the business unit managing essential assets of the grid infrastructure.
• Enabling Functions: Oversees shared IT platforms and systems, including HR, Finance, Supply chain, HSE & facility management, and other cross-functional support systems.
• Digital & Data: Drives data analytics and insights, enabling informed decision making across the organization.
• IT Operations: Manages IT operations, encompassing on-premises infrastructure, data centers, cloud services, and Service Desk operations.

Each domain plays a unique role in ensuring our systems, assets, and operations run smoothly and efficiently, contributing to the overarching mission of delivering reliable and robust IT solutions. Process Coordinators will be instrumental in bridging domain-specific operations with our unified ITIL framework. Therefore, the Process Coordinator is part of one of the domains.

About the role:
This is primarily a tactical role, positioned between the BT Office – with the Quality Performance Management (QPM) team as a key stakeholder – and the domain. As a Process Coordinator, you act as a bridge, ensuring that domain-specific execution is aligned with organization-wide ITIL processes. While the role does not involve direct operational execution, it requires the ability to zoom in on operational details when necessary to facilitate improvements, resolve bottlenecks, and provide informed guidance. You report to the lead of the Domain Office of the domain with a strong connection to the QPM team. Your responsibilities will focus on:

• Enabling Process Excellence in the Domain:
Ensure proper execution and adherence to ITIL processes within the domain Systems & Markets.

• Oversee critical activities:
Such as leading the Domain Change Advisory Boards (CABS), participating in configuration committees, addressing process bottlenecks, and ensuring high performance in processes like Change, Problem, Incident, and Configuration and Asset Management.

• Representing the Domain in Process Guilds:
Act as the voice of your domain in the Process Management Guild, collaborating with Process Coordinators from other domains and the Process Managers who own the processes. Contribute to the evolution of unified and powerful ITIL4 processes that are consistent across the entire BTO organization while finding creative ways to adapt our processes next to the tradition service management also to agile and DevOps practices.

This role is pivotal in balancing domain-specific needs with organization-wide process excellence. If you're passionate about aligning execution with strategic ITIL goals and fostering collaboration to drive continuous improvement, we'd love to have you on board!


Key Responsibilities & Deliverables:
ITIL Process Coordination
• Effectively coordinate multiple ITIL processes, prioritizing Incident, Problem, Change, and Config & Asset Management as needed.
• Deliver clear process guidelines, documentation, and schedules to ensure seamless implementation.
• Contribute to further implementation of Chain Orchestration.

Process Adherence Enhancement
• Develop and implement targeted strategies to boost adherence to ITIL processes.
• Deliver regular metrics and reports demonstrating improvements in process adherance and consistency.

Results-Focused, Fact-Based Output
• Produce high-quality process outcomes, supported by data-driven insights.
• Deliver frequent status updates and measurable results to showcase progress and maintain momentum.

Continuous Improvement Initiatives
• Identify and propose actionable improvements to existing ITIL processes.
• Oversee the roll-out of enhancements, tracking their impact and delivering reports on effectiveness.

Stakeholder Engagement & Collaboration
• Collaborate with cross-functional teams to ensure widespread adoption of ITIL processes with a domain. In particular, work closely with Service Managers and Domain Leads, as they are key stakeholders in process adherence and continuous improvement.
• Deliver communication plans and engagement activities that foster a culture of continuous improvement.

Qualifications:
• Successfully coordinated and managed ITIL processes: You've led the way in streamlining and optimizing IT operations, including Incident Management, within large organizations.
• Applied IT Service Management and ITIL frameworks effectively: You’ve made a noticeable impact with improved service delivery metrics and increased process efficiency.
• Utilized strong analytical and problem-solving skills: You drive continuous improvement initiatives with documented successes in enhancing service quality and reducing downtime.
• Demonstrated excellent communication and stakeholder management abilities: You drive staleholder relationships cross-functional teams, manage senior leadership expectations, and facilitate collaborative solutions.
• Ability to Oversee Both Domain-Specific and Cross-Domain Processes: Capable of maintaining a comprehensive view of their represented domain while understanding and contributing to domain-overarching ITIL processes. Able to assess and provide input on the operational and organizational impact of changes, ensuring alignment with broader ITIL strategies.
• Demonstrably proactive and learning attitude: You are curious, you see opportunities for process improvement and optimisation and are able to realise them.

Your profile:
• Completed HBO / Bachelor / BSc in a relevant field (e.g. Business Informatics, IT Management, or similar
• Proven experience in coordinating and managing ITIL processes
• Experience in applying IT Service Management and ITIL frameworks
• Strong analytical and problem-solving skills:
• Excellent communication and stakeholder management skills
• You maintain a holistic view of your domain, while understanding the interconnections with broader ITIL processes within the organization.
• • You will be able to assess the impact of changes and provide input so that they are in line with the wider ITIL strategy and business objectives.
• Proactive attitude and continuous eagerness to learn
• You have excellent communication skills in both the Dutch and English language, both orally and in writing.

RECAP technische skills:
• ITIL Framework Kennis
• IT Service Management (ITSM) Tools (Topdesk)
• Systems and Network Management: SCADA (Supervisory Control and Data Acquisition) systems and other industrial control systems.
• Cloud Services and Virtualization: Knowledge of cloud computing (e.g. AWS, Microsoft Azure)
• Data Analysis and Reporting: e.g. Power BI, Excel, or other analytical platforms)
• Agile and DevOps practices
• System Configuration and Automation: Proficiency in using automation and configuration tools such as Ansible, Puppet, or Chef for IT infrastructure management and implementation of ITIL practices.
• Security and Compliance: Knowledge of security standards and practices (such as ISO 27001, GDPR) that are important for the management of systems within the Systems and Markets domain.

Additional information:
• Suppliers of candidates should be aware of the applicable laws and regulations in the field of employment conditions and the (Tennet) collective labor agreement. This commitment falls within scale 7 of the TenneT collective labor agreement;
• We would like to receive the personal motivation and CV in Dutch;
• Location for this position is Arnhem (MCE and Rijnpoort) where the candidate is expected to be at the office at least 2 times a week .

IMPORTANT: For TenneT, we no longer work with the self-employed indirect construction, but this can still be indicated when offering. This construction automatically becomes a fee-only construction where the supplier has to surrender € 1.45 per hour of the margin. The supplier will automatically be removed from the chain after 1 year.

Screening:
• Pre-employment screening: If the candidate is allowed to start at the client, a pre-employment screening will take place. We will then send you the necessary documents. Your candidate may only start after completing the pre-employment screening. The VOG application is part of the screening from Magnit, the VOG must be received before the candidate can start;
• The candidate has proof of identity (a passport or identity card), which is valid at intake and on the start date of the candidate's contract and can be submitted for verification.

Availability:
• It is important that the candidate is available for the entire requested period in the application;
• When offering a candidate, we assume that you agree with the terms and conditions of this specific client. If you are not familiar with these conditions, you can request them from the responsible recruiter.

IMPORTANT! Fill in all candidate details correctly. Always enter the date of birth correctly and enter the place of residence of the candidate under "place of residence". This is data that the customer wants to receive with the offer. In the event of incomplete/incorrect offers, there is a risk that the candidate cannot be offered and will therefore be rejected.