Head of Service Management

hace 1 mes

Barcelona, Barcelona, España Werfen A tiempo completo

About the Role

Werfen is a family-owned, innovative company that operates directly in 30 countries and has a workforce of employees. As the Head of Service Management, you will be responsible for leading the Service Management Office (SMO), defining and owning the service management framework, SLAs, KPIs, and governance for the consistent, effective, and value-led delivery of IT services.

Key Responsibilities

  • Lead and champion 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 to ensure successful and effective service delivery.
  • 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.

Requirements

  • 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.

Skills and Capabilities

  • 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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