Working with and for a smile
Being the most loved supermarket in the Netherlands and Belgium — that’s our ambition. We aim to surprise customers and exceed expectations, so that they truly enjoy doing their groceries with us. With over 700 stores, home delivery via jumbo.com, our own distribution centres and our office teams, we work together every day to make that ambition a reality. Entrepreneurship and teamwork to win the hearts of our customers — that’s what we stand for at Jumbo.

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.

At Jumbo, we look for people who take action — colleagues with good ideas and the courage to put them into practice together. You care about customers, colleagues and the world around you, and you want to become a little better every day. You bring a healthy dose of Jumbo DNA.

You also have:

• 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.

What you’ll get from us
At Jumbo, you’ll find a warm, fun and people-focused working environment, where you’re given plenty of space to contribute to our ambition of becoming the most customer-focused company. And just as you’re there for our customers, we’re there for you. You can count on:

• A competitive salary in line with your knowledge and experience.
• An annual bonus scheme based on company objectives.
• 30 vacation days (based on full-time employment) and 8% holiday allowance.
• Pension participation via the Industry Pension Fund for the Food Sector.
• Travel allowance and the possibility to work partly from home.
• Room for entrepreneurship, growth and development through the Jumbo Academy, online training and a personal development budget.
• A (di)verse lunch in our Foodcafé, great coffee and fresh fruit.
• Access to the Jumbo Gym for a small fee.
• Various employee discounts, such as discount on your groceries, participation in our collective health insurance and attractive offers via Benefits at Work.

Want to know more about our employment conditions? Click here.

Do you already see yourself working at Jumbo? Let us know and apply directly!