Head of IT Service Management
hace 2 días
Werfen is a family-owned, innovative company with a strong presence in the diagnostics industry. As the Head of Service Management, you will play a pivotal role in leading the Service Management Office (SMO) and defining the service management framework for the organization.
Key Responsibilities- Lead the development, delivery, and continuous improvement of IT service management best practices across the organization.
- Plan, implement, manage, measure, and improve IT service management processes, procedures, tools, key performance indicators, and metrics for monitoring, measuring, and managing the performance of systems and services.
- Ensure that appropriate service levels and service quality measures are developed, continuously improved, and reported across IT and the business, leveraging industry benchmarks, aligned with client and internal/external stakeholders' expectations.
- Oversee the day-to-day operation of IT services, ensuring adherence to service level agreements (SLAs) and processes. Identify opportunities for automation and optimization to enhance service efficiency and quality.
- Ensure compliance with relevant regulatory requirements, industry standards, and internal policies related to service management. Implement governance frameworks to maintain accountability and transparency in service delivery processes.
- Lead and mentor a team of service management professionals, providing guidance, coaching, and support to develop their skills and capabilities.
- Set yearly performance objectives, conduct performance and salary reviews.
- Act as a champion of standard ITSM processes, continuously provide training and guidance to the IT team and end-user community across the organization.
- Develop and control the annual Opex and Capex budgets for SMO to achieve the annual set targets.
- Master's degree or equivalent in Computer Science or a related field.
- Minimum five years of IT service management, leadership responsibilities, managing teams.
- Enterprise Service Management (ITIL or equivalent certification).
- Strategic planning, organization design, and development experience.
- Strong understanding of IT service delivery processes, including incident management, request fulfillment, change management, asset and inventory management, and service level management with a service management tool such as Service Now.
- Vendor management and service externalization experience.
- IT transformational initiatives in complex and dynamic environments experience.
- Experience in merger, acquisition, or divestiture, including due diligence, day 1 readiness, and integration/carve-out execution.
- Value-driven mindset embedding security, standardization, user experience, and continuous improvement disciplines.
- Track record of budget and cost management.
- Organized, ability to plan for short-, mid-, and long-term objectives.
- Ability to work independently and take decisions in alignment with management.
- People-, customer-, and service-oriented mindset.
- Excellent analytical, problem-solving, and decision-making skills.
- Communication and persuasion skills.
- Excellent English communication skills (written and oral), at ease interacting with management.
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