Job Title

Service Desk Capability and Incident Manager

Job Description

The Service Desk Capability and Incident Manager is responsible forthe continuous development and optimization of the Global SupportCenter(GSC) within the Airports domain. The role drives capability management, service and process improvements, toolingenhancements, and operational excellence across the support organization.

In addition, the position serves as the designated Major Incident Manager for critical customer-impacting events, ensuring effective coordination, communication, and service restoration during disruptions to airport operations.

The role acts as a key link between Global SupportCenteroperations, Service Delivery Managers,Experts, Product Development, and customers to ensure a reliable, scalable, and continuously improving support organization.

Key Responsibilities

Capability Management

Define andmaintainthecapabilityroadmap for the Global SupportCenter.

Identifycapability gaps across people, processes, tools, and organizational governance.

Drive capability maturity improvements through structured development programs.

Develop standards, best practices, and operational frameworks forsupportteams.

Support competency development, training initiatives, and knowledge management.

Service Improvements

Lead Continual Service Improvement (CSI) initiatives across global support services.

Analyseoperational performance, incident trends, and customer feedback toidentifyimprovement opportunities.

Facilitate improvement workshops and drive implementation of improvement actions.

Establish, track, and report on service improvementobjectivesandbenefitsrealization.

Ensure lessons learned are incorporated into operational processes and standards.





Tool & Automation Improvement

Own and drive the enhancement roadmap for support tools and platforms.

Work with operational teams toidentifyopportunities for automation and efficiency improvements.

Translate business requirements into tool improvements and development requests.

Improve operational reporting, dashboards, monitoring capabilities, and self-service functionality.

Ensure tools support standardized global ways of working.

Major Incident Management

Act as the Major Incident Manager for critical and high-severity incidents affecting airport operations.

Lead incident bridges and coordinate cross-functional technical teams during service disruptions.

Manage stakeholder communications during major incidents, including customer-facing updates.

Escalate risks and issues to senior management whererequired.

Chair post-incident reviews and ensure completion of Root Cause Analysis and corrective actions.

Maintain and improve the Major Incident Management process, governance, and reporting.

Qualifications& Skills

5+ years of experience in IT Operations, Service Management, Service Delivery, or Global Support organizations.

Experience in airport operations,logisticsautomation, or other mission-critical environments.

Proven experience leading major incidents in a 24/7 support environment.





Strong understanding of ITIL Incident, Problem, Change, and Continual Improvement practices.

Excellent stakeholder management, communication, and facilitation skills.

Strong analytical, structured problem-solving, and continuous improvement mindset.

Ability to influence and drive change across global teams without direct authority.

Proven ability to work effectively in an international environment across multiple continents, collaborating with globally distributed teams, customers, and stakeholders acrossdifferent culturesand time zones.

About Vanderlande

Vanderlande builds automated systems for airports and parcellogistics— managing baggage from check-in to reclaim, and sorting parcels across some of the world’s largest delivery networks. A place to grow, with people who bring out the best in each other.

What we offer

In this challenging and responsible position, you willhave the chance to make a significant contribution to industry-leading projects and be connected to ourdedicated people and customers. We offer a position in an informal, international and professional working workplace with a lot of scope for personal development. By joiningour profitable and growing companyyou willbe able to reach your goals and focus on your future.

This position offers a competitive salary range of € 4.936,73 to € 6.699,85 gross per month (excluding 8% holiday allowance). Through exceeding performance expectations, you even have the possibility to grow outside this scale.

On top of your fixedsalary,you’llreceive the following secondary benefits:

- 40 vacation days (20 statutory days and a flexible budget worth 20 da

📌 Service Desk Capability and Incident Manager (Vancouver)
🏢 Vanderlande
📍 Vancouver