Job Description Summary

Job Description

As a Lead Service Delivery Analyst, you will leverage an Agile approach to get things done. You are a role model when it comes to adopting and adapting best practice for our team, self-driven, and able to bring others along with you on improvement initiatives. When implementing or reviewing processes and systems, you make a tangible difference by raising standards, adapting to changes in way we do business, and streamlining our ways of working.

You bring strong ITIL and ITSM knowledge and will have a leading role in further maturing our ways of working and identifying and implementing the right best practice adoption levels for our organisation.

You will coach and upskill Service Delivery Analysts, ensuring that the business derives maximum benefit from supplier relationships, both internal and externally. You provide structured communication to customers and suppliers, including the planning, scheduling, measurement, and control of IT service delivery, to agreed levels of service. We assist in the management and oversight of IT supplier relationships and contribute to or lead IT initiatives, in line with agreed strategies, policies and best practices. You will support the Management Team in shaping, defining, and implementing the IT Strategy. The role requires a combination of technical, analysis, design, project management, decision-making, and leadership skills, as well as strong achievement orientation and communication skills. You guide and motivate the team and foster a collaborative environment.

Key Responsibilities

• As a lead you will manage task in the team, and oversee, coordinate, and managing the work of team members, ensuring that tasks are completed on time and within budget. You are responsible for making decisions, providing guidance, and act as a first point of contact to resolve issues, and make sure ways forward are agreed upon. You act as a point of contact between the team and the extended leadership team. You can act for the Manager to cover leave or as delegated on specific projects. You help translate market best practices into relevant frameworks, standards, and guardrails specific to our area.
• Responsible for the oversight of IT services using MI and other diagnostic tools to identify trends, service delivery issues and resource constraints, reporting concerns and proposals to peers, and to senior management level.
• Ensure that service levels are agreed and met.
• Ensure the customer expectations are always considered.
• Work with the IT Manager - Application Support & Service Delivery, in managing relationships with key suppliers, acting as an escalation point for supplier issues, and assists with resolution of issues and underlying causes.
• Responsible for the management of IT service issues and disruptions.  Ensure timely and responsible resolution of service issues in line with agreed SLAs, including out-of-hours service disruptions.
• Ensure Service integrity is maintained when onboarding new services and the transition of services effectively, through appropriate communication and stakeholder engagement.
• Provide structured communication to customers and suppliers, including the planning, scheduling, measurement, and control of Service Delivery, to the agreed levels of service.
• Primary contact for internal and external audits, ensuring audit and risk actions are completed within agreed timescales.
• Identify and engage with key stakeholders locally, regionally, and globally where required.
• Oversee improvements to (automate) processes, reports, and procedures to ensure consistency, stability and reliability of systems is maintained, ensuring that all such work follows the standard change process.
• Contribute to the definition of the IT Support Strategy; take responsibility for implementing agreed aspects.
• Assist with recruitment of staff to the team, both permanent and temporary, where appropriate.  Create, review, and update related documentation.
• Responsible for compliance with the regulatory and legislative regime as it affects your role and for ensuring those risks are identified, reported, and managed accordingly.
• In addition to the duties and responsibilities listed, the jobholder may be required to perform other duties assigned by his/her manager from time to time so long as such duties are within the scope and ability of the jobholder.

Qualifications, skills, & experience

The role requires a combination of ITIL related disciplines and skills, technical knowledge and understanding, analysis, project management and leadership skills, as well as strong achievement orientation and communication skills.

Strong customer focus is essential. Requires to be able to work independently, with guidance, in highly complex situations.

The role requires knowledge and a working practice of the following skills:

• Coaching & Developing Staff
• Negotiating & Delegation
• ITIL Practices
• ITSM Tooling
• Analysis Techniques
• Change Management Methodology (Agile)
• Team Leadership and Resource Management
• Estimating and Planning

Who will be your new colleagues?

As Lead Service Delivery Analyst you will join a team of 12 in our global IT Service Delivery team based in three geographical locations (The Hague, Edinburgh, and Cedar Rapids). We communicate in English. We leverage an Agile approach to get things done, and are self-driven, and able to bring others along on improvement initiatives. When implementing or reviewing processes and systems, we adapt to changes in the way we do business and streamline our ways of working.

You will be located at our headquarters in The Hague, the Netherlands.

Aegon Asset Management (Aegon AM) is a leading global investor. Our 385 investment professionals manage and advise on assets of US $337 billion for a global client base of pension plans, public funds, insurance companies, banks, wealth managers, family offices and foundations.

We organize our firm around four investment platforms: fixed income, real assets, equities and multi-asset & solutions, which includes a fiduciary and multi-manager business. Each investment platform has dedicated teams with deep asset-class expertise, organized globally and committed to maximizing client benefit from their specialist areas.

We are an international business: Our 1,160 employees work from 13 locations across Europe, the Americas and Asia. We share a common belief in fundamental, research-driven active management, underpinned by effective risk management and a commitment to responsible investment.

What will you be getting?

• Compensation level depend upon an applicant’s qualifications and will be determined by hiring supervisors/managers and HR;
• Plenty of scope and budget for your personal and professional development;
• A good pension scheme.
• By Q2 2025 Aegon will move to our new office at Schiphol WTC.

Interested? Apply!
Are you interested in joining our Team? We look forward to receiving your resume and motivation letter. Then make sure you apply immediately! Do you have some more questions? Send an email to Talent Acquisition via [email protected].

Diversity & Inclusion

At Aegon Asset Management, we are committed to fostering a diverse workforce and an inclusive culture. We are more than a global Asset Management firm – we are a people business, and we recognize that delivering excellent client outcomes comes from harnessing diverse perspectives. We value diversity in the full range of human uniqueness without limitation including race, gender, ability, language, culture, beliefs, age, origin, background, perspectives and experiences.

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Equal Opportunity Employer:

Aegon Asset Management aims to be an employer of choice in the financial services industry. As a global company, we offer excellent terms of employment, a very diverse and inspiring work environment, and development opportunities.