Process Owner Digital Workplace - 2025-32256

Internal job title: IT Consultant, niveau 3

Department Head quarters: Tech & Data

Education level: Bachelor

Contract hours: 32-40

Job description

Get started! This is what you’ll do
Within User Support & Service Management, we take pride in our service-oriented and supportive approach, with a strong focus on automation and efficiency based on the needs of the business. Together, we make sure that our colleagues at head office and in the distribution centres can work effectively with their digital workplaces.

As a Process Owner Digital Workplace in this domain, you are the strategic architect of our ITIL processes. With your vision and drive, you design, improve and embed processes that increase user satisfaction, enable service excellence and support innovation across the organisation.

Your responsibilities include:

• Developing and refining processes based on input from users and stakeholders.
• Ensuring processes are known, understood and adopted across the organisation, and coordinating their implementation.
• Designing process frameworks, including policies, workflows and procedures.
• Aligning processes with strategic business objectives.
• Initiating continuous improvements to increase efficiency and effectiveness.
• Engaging stakeholders and ensuring that processes create clear business value.
• Identifying risks and defining mitigation strategies.
• Safeguarding compliance and governance in line with laws, regulations and internal policies.

Your impact

• You increase user satisfaction and drive service excellence.
• You stimulate process automation and self-service and improve support processes.
• You create clear ownership and transparent reporting on the performance of teams and suppliers.
• You encourage collaboration and spot opportunities for innovation.
• You help create an efficient and effective daily operation.

Together, we are Jumbo: this is where you’ll work
You’ll join the User Support & Service Management domain, where teams work every day to support thousands of users. It’s a dynamic environment with high visibility across the organisation, from head office to distribution centres.

You will work closely with service and support teams, product owners, IT colleagues and external suppliers. Together, you ensure that our processes are stable, scalable and future-proof — and that they match Jumbo’s growth and ambitions.

• A completed bachelor’s degree (hbo-level or equivalent).
• ITIL 4 Foundation certification.
• Proven experience in IT Service Management and in owning and improving policies and processes in a complex organisation.
• Strong strategic insight and the ability to design and optimise processes.
• Experience working with ticketing tools such as TOPdesk, ServiceNow or similar.
• Excellent communication skills in Dutch and English withstrong stakeholder management skills.
• Strong analytical skills, a focus on quality and a structured way of working.

• As a Process Owner Digital Workplace, you design and improve ITIL processes. You ensure clear workflows, compliance, ownership, and continuous optimization to increase efficiency, effectiveness, and user satisfaction.
• By creating stable and smart processes, you help colleagues work more efficiently. This strengthens the digital workplace and indirectly contributes to smooth business operations and an improved customer experience.
• You work within the User Support & Service Management domain, where colleagues support thousands of users every day. Together, you create scalable, future-proof processes that align with Jumbo’s growth and ambitions.
• You collaborate with service and support teams, product owners, IT colleagues, and external vendors. Together, you ensure governance, compliance, and process improvements that add value to the organization.

Extra information

Salarisschaal: Schaal 10 (HK)

Contactperson: Michael von Harras 

Hiring Manager: Liesbeth Schuurman