IT Service Manager EA

hace 4 semanas

Barcelona, Barcelona, España Thyssenkrupp Elevator A tiempo completo

Job Summary

We are seeking an experienced IT Service Manager EA to join our team at Thyssenkrupp Elevator. As a key member of our IT organization, you will be responsible for delivering high-quality IT services to our global users and stakeholders.

Key Responsibilities

  • Collaborate with regional leads to implement best practices and ensure efficiency and effectiveness 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.

Requirements

  • 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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