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Global IT Service Management Lead
4 months ago
Global IT Service Management Lead
About The RoleJoin us in a pivotal role where you will play a key role in developing strategic plans for Hansen’s IT functions and services, including operational management of the core ITSM system. This involves collaborating closely with the leadership team to maintain a process handbook that delivers standardized ITIL processes globally. You will monitor and enhance Hansen's cross-functional global IT processes and work closely with integration partners to ensure availability and continuous improvement of our global ITSM tool, Ivanti Neurons for ITSM.
About YouProven experience in a similar role with extensive knowledge in IT Service Management. You will have experience in process development and improvement with strong stakeholder engagement and communication skills. You will also have:
Information Technology Infrastructure Library (ITIL) certification. experience in orchestrating change management strategies within the realm of IT service management. understanding of IT infrastructure domains including data centres, network/communications, server utilisation, virtual environments, storage, and application development. experience working for a global and geographically dispersed organization and knowledge of Ivanti Neurons for ITSM which will be highly preferred. Key Responsibilities Define, set, embed and promote the consistent adoption of customer and service support standards and processes as outlined by the IT Services strategy. Collect and document business requirements for project and process improvement/automation efforts. Facilitate process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases. Enforce procedures and policies to ensure that high quality service is delivered to customers and the effective and timely resolution of service requests and incidents. Consult with the IT Leadership Team on any issues that pose a risk to business continuity and any opportunities for automation, cost-savings or service-quality improvement. Establish and maintain an effective prioritization, escalation and resolution process to ensure the appropriate processing (level 1, 2 and 3), coordination and timely response to incident report tickets. Conduct regular audits of communications and provide appropriate training to the IT teams in required areas. Analyse service metrics and trending data to generate periodic reports as required by management, investigating anomalies and issues. Act as the Chair of any Change Advisory Board (CAB) meetings either virtual or face to face. Create the forum to enable a formal review and authorisation of changes, a review of outstanding changes, and, to discuss any impending major changes. Benefits and PerksJoin us for a rewarding career with competitive compensation, leave entitlements, global reward and recognition program and financial security. Enjoy work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefit package during the selection process.
