The role is responsible for managing the Regional Service Management team and ensuring alignment with global processes for incident, event, request, problem, and change management
Job Summary
The role is responsible for managing the Regional Service Management team and ensuring alignment with global processes for incident, event, request, problem, and change management.
Candidates must have strong ITIL experience and the ability to interface with the Head of Technology Services and outsourced providers to ensure contracted agreements are met.
The position requires overseeing the full service lifecycle including stability, performance, capability, risk acceptance, and transition sign-off while representing the voice of the customer.
Matching Summary
The role is responsible for managing the Regional Service Management team and ensuring alignment with global processes for incident, event, request, problem, and change management.
Skills & Requirements
Must-have
ITIL Foundation certification minimum
ServiceNow ITSM toolset experience
Major Incident Management expertise
Team management of service professionals
Supplier and vendor performance reviews
Nice-to-have
Strong stakeholder relationship building
Data analysis and insight generation
Modern service management automation knowledge
Excellent presentation skills to non-technical audiences
Commercial acumen for budget management
Key Requirements
Experience managing a team of Service Management Professionals