IT Service Manager
hace 4 semanas
Transform Urban Mobility with Thyssenkrupp Elevator
We are seeking a talented IT Service Manager to join our team at Thyssenkrupp Elevator. As a key member of our global IT organization, you will play a critical role in ensuring the seamless delivery of IT services to our users and stakeholders.
Key Responsibilities:
- Collaborate with regional leads to implement best practices and ensure efficiency across their region with global initiatives.
- Provide guidance, coaching, and support to regional IT Communicity in all IT global/regional implementation projects to ensure high performance.
- Backup assistant for any region that could need support (follow-the-sun).
- Oversee the delivery of IT services to meet the needs of global users and stakeholders.
- Collaborate with Infosys SIAM team.
- Ensure that SLAs and KPIs are defined, monitored, and met consistently across their region.
- Manage relationships with internal and external service providers to ensure seamless service delivery.
- Develop and implement a Global IT service strategy aligned with the organization's business objectives.
- Collaborate with regional stakeholders to understand their requirements and priorities and incorporate feedback into the service strategy.
- Continuously monitor and evaluate the performance of IT services to identify areas for improvement.
- Lead service improvement initiatives to enhance service quality, reliability, and user satisfaction.
- Implement best practices such as ITIL to drive service excellence.
- Oversee change and release management processes to minimize disruption to IT services during changes or updates.
- Ensure that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability.
- Coordinate communication and collaboration between different teams and stakeholders involved in change and release activities.
- Manage incident and problem management processes to minimize the impact of IT incidents on business operations.
- Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process.
- Facilitate timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources.
- Conduct RCAs to identify underlying issues and implement corrective actions to prevent recurrence.
- Monitor vendor performance and address any issues or concerns proactively.
- Develop and implement risk mitigation strategies and controls to safeguard IT assets and data.
- Collaborate with internal audit and compliance teams to address audit findings and remediate any non-compliance issues.
- Provide leadership, direction, and support to global IT service teams, including managers, analysts, and technical specialists.
- Foster a culture of collaboration, innovation, and continuous improvement within the IT service organization.
- Train team members to enhance their skills and capabilities.
- Develop and maintain an IT Service Management strategy and framework that aligns with business goals.
- Ensure that the Service Desk team, internal or vendor ones, provides high-quality customer service, improves user experience, and maintains a positive relationship with stakeholders.
Qualifications:
- Deep knowledge of ITSM and practical experience in (major) incident management and problem management.
- Experience in coordinating technical and non-technical teams to resolve (major) incidents.
- Ability to lead and direct the (major) incident response effectively and efficiently.
- Experience in crisis management and the ability to make decisions under pressure.
- Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
- Strong problem-solving and analytical skills, with the ability to identify the root cause of incidents and recommend effective solutions.
- Familiarity with ITIL or other industry-standard frameworks for (major) incident management.
- Ability to manage and prioritize multiple (major) incidents simultaneously.
- Experience in developing and implementing (major) incident management and problem management processes and procedures.
- Knowledge of IT infrastructure, applications, and systems.
- Experience in managing major incidents that impact multiple systems, applications, or business processes.
- Experience in conducting post-incident reviews and developing recommendations for process improvements.
- Familiarity with ITIL or other industry-standard frameworks for problem management.
- Strong analytical and problem-solving skills, with the ability to apply critical thinking to complex problems.
- Experience in conducting trend analysis and identifying recurring issues.
- Knowledge and 3+ years of experience working with ITIL best practices (ITIL 3/4 foundation certification will be a plus).
- 3+ years working in the IT field with high exposure to IT Service Management processes as part of a Global function.
- Experience working with IT Service Management tools (ServiceNow experience will be a plus).
- Wide knowledge about ServiceNow modules and its configuration (any ServiceNow related certification will be a plus).
- Experience working in an international environment.
- Be proactive and self-motivated to work in a complex global organization.
- Excellent communication skills (English) - verbal and written. English minimum level: B2.
What We Offer:
- Secure job and salary – permanent contract in a technically exciting, stable, and sustainable industry and an attractive compensation package.
- Social benefits and an attractive work calendar.
- Teamwork & safety – an open, transparent, and value-oriented culture.
- Individualized training plan from your very first day.
- TK Elevator is a company with an open, transparent culture that focuses on the people who make it up. At TKE, you will receive frequent feedback, continuous training, and space to contribute your ideas.
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