Senior IT Operations Manager

Job Description

We are seeking a skilled IT Service Manager to lead our internal IT service management processes and ensure they align with ITIL 4 best practices. This role is critical in onboarding IT services into ITSM processes, measuring their effectiveness with key performance indicators, and continuously improving ITSM maturity.

This position will play an active part in building internal knowledge and driving the enhancement of ITSM tooling to increase process automation, efficiency, and overall IT process maturity.

Main Responsibilities

• Lead the design, implementation, and improvement of ITSM processes (Incident, change, service request, and problem management) in alignment with ITIL 4 best practices.
• Collaborate with service owners to define and maintain a comprehensive Group-IT service catalogue, including SLAs, OLAs, and key performance indicators (KPIs).
• Drive the enhancement of ITSM tooling to increase process automation, efficiency, and overall IT process maturity.
• Partner with internal Group-IT Competence Center teams to strengthen governance, guidelines, and maturity across IT service management practices.
• Work closely with Global Service Desk teams to foster continuous improvement of IT services and ensure consistent end-user satisfaction.

Required Skills and Qualifications

To be successful in this role, you will need :

Benefits

We offer a range of benefits, including :

Impact and Growth

We value good ideas and want the best talent. Our people can make a difference because we give them the freedom to act, to be entrepreneurial, and to make a difference. This is reflected in the responsibilities. Be yourself, be impactful. We all win if we grow together. It's about professional and personal growth. The best way to grow as a company is to help you grow as a person, hence the availability of learning and development opportunities.