IT Service Manager

You dream about high performing ecommerce and B2B system that is running smoothly. But how to get there with your team, the processes and the pro-active support, that is the challenge you want to take for the full 100%. So read on! As our IT Service Manager you will make sure that our (potential) customers have a great experience on our website, shop, seat reservation portal and in our travel app.

 

Organisation

Eurail and Interrail Passes, available to non-European and European residents respectively, are synonymous with flexible rail travel throughout Europe, connecting both countries and passengers alike. Over half a million people of all ages use Eurail and Interrail Passes each year to experience the freedom of borderless travel and discover Europe via more than 250,000 km of interconnected railways.

 

Job description and Role

We are an e-commerce company and have many IT systems. Your main playground will consist of an AWS environment (elastic compute cloud and lambda’s) with Adobe Experience Manager as the CMS and Commercetools as the e-commerce engine. Next to that the IT landscape consists of payment, paper and ePass fulfilment, translation engines, DWH and BI tooling, marketing automation tooling, seat reservations middleware, authentication and marketing tooling. Besides the purchasing part we have a travel app which our customer uses during their Interrail of Eurail train trip. Our objective is to have a fully micro-service based infrastructure.

As IT Service Manager you are responsible for the operational part of the IT infrastructure. You and your team will maintain and (pro-actively) support this landscape. You will achieve these goals through the following activities:

  • Identify problems, manage incidents and pro-actively improve IT systems, functionalities and processes;

  • Operate as a support- and incident manager to our internal customers, our suppliers and our in-house development team;

  • Be responsible for the uptime, availability and (peak) performance of our core business systems and functions;

  • Prioritize the work for the team;

  • Assess risks and mitigate them pro-actively;

  • Jump in and help on an operational level to solve problems as well, where needed.

At the moment we are building an open API where other distributors can connect to in the near future. That means we will not only be a B2C but also a B2B company. As our IT Service Manager, you will set-up this new B2B IT support organization. 

You will join forces with our IT team and will work closely with the Head of IT, suppliers, product owners, privacy/security officer and solution architect. You will get the chance to work alongside with other IT, marketing and e-commerce experts in cross functional teams.

 

Boxes to tick

You are the IT Service Manager we are looking for if you have the following characteristics:

  • You have a Bachelor Degree in Informatics (HBO);

  • 3 years+ relevant work experience in IT e-commerce within a commercial environment;

  • 3 years+ experience in a support/service area;

  • Strong supplier management and partner relation skills to challenge them on support, SLA’s and KPI's;

  • Knowledge about ticketing systems (Redmine) and monitoring tooling (New Relic, Pingdom, etc.);

  • You are very structured and organized;

  • You have an “improve every day” mentality;

  • You are a natural leader, able to make (fast) decisions and say no when needed;

  • You are able to prioritize the work in a multitasking environment;

  • You have excellent communication skills both verbal and written on a business level in English;

  • You have a valid work permit for the Netherlands.

 

Why work for Eurail.com?

  • You will work in a very positive environment with helpful colleagues;

  • You profit from the ambitions of a scale-up: maximum freedom in your work with a professional outlook;

  • An attractive salary and benefits.

  • An annual training budget to be used for your own personal development;

  • A healthy work/life balance, including flexible working;

  • A young, growing and informal organisation;

  • The opportunity to make a concrete and directly visible contribution to the development of the company;

  • An international working environment.

 

Your development is important to us

Personal development is very important to us. For that reason, we invest in all our employees. With your very own education budget you can develop your personal and professional experience. You can follow a training course over a short or longer period, with a coach or through a peer support program. We encourage you to think beyond your own position. As an employee of Eurail.com you will take part in cross functional team projects.

 

A glimpse of life at Eurail.com

Excited to start your application? Here are a few things to help you get going:

 

Do you have more questions?

You can send questions about this vacancy to jobs@eurail.com, we will respond to you as soon as possible.