Global IT Service Manager / Head of IT Service Management (m/f(d)

For our client, an internationally operating chemical company, we are looking for an experienced Service Delivery Manager (m/f/d).

The highly attractive position offers a lot of autonomy and freedom of design with regard to the processes and tools to be implemented.

regarding the processes and tools to be implemented and is responsible for the global service delivery and service support processes for all internal and external users/stakeholders.

Tasks

• Oversee and direct the activities of the global IT service team.
• Ensure effective and efficient day to day operation with adherence to
  Request, Incident, Problem and Change Management processes and procedures
  within timeframes set by severity levels engaging various IT partners as
  required.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Responsible for leading the areas of ITSM, service transformation, Service Management, metrics and reporting.
• Develope and maintain the ITSM processes in accordance with the overall
  business continuity management requirements.
• Successfully transforming the IT organization by delivering best practices supporting ITSM and overall Operations Service Delivery.
• Accountable for building, publishing and the utilization of the service catalog.
• Develop and drive implementation of the service management, Tools and Monitoring /
  Logging strategy and associated business processes across the IT organization.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Develop performance measures and consistently report metrics to IT Leadership team.
• Lead continual service improvement and ongoing process maturity through regular
  reviews of the process and tools, trend analysis and metrics reporting and
  through regular engagement with stakeholders.
• Provide direction and goal setting on strategy and operations.
• Organize status update meetings with the members of the IT service team.
• Provide tactical and strategic recommendations based on ITSM key performance measures.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
• Assist IT management in making decisions that will improve IT service
  delivery and customer satisfaction.
• Interface with other teams and business unit leads to ensure collaboration and
  coordinated strategy to meet service management goals and objectives.
• Mentor service and process managers on ITSM concepts.

Requirements

• Successfully completed studies in (business) informatics, industrial engineering, mathematics, physics or equivalent education.
• ITIL, ITSM, incident management, problem management, service processes, SLA agreements and governance processes are not foreign words to you
• Good understanding of the process/chemical industry
• ITIL,ITSM, incident management, problem management, service processes, SLA agreements and governance processes are not foreign words to you
• Knowledge of change management methods
• A certain willingness to travel (10-20%) is desirable
• Fluent written and spoken English complete your profile.

Benefits

• An attractive remuneration package in the chemical industry with additional bonus system
• 30 days holiday per year
• Flexible working hours and extensive home office working possibilities
• A modern working environment in a central location in Cologne (Messe-City-K ln) with excellent public transport connections and inexpensive parking facilities
• JobTicket (also available as NRW variant)
• Company mobile phone (iPhone) and company laptop (Lenovo)
• Training and further education. Take advantage of our wide range of training and development opportunities (including LinkedIn learning).
• State-of-the-art workplace technologies (e.g. MS Teams, Office 365)
• Subsidised company pension scheme
• Subsidised canteen
• Special discounts with external partners.

If this job description appeals to you, we look forward to receiving your application by e-mail.

Please also let us know your salary expectations and availability.

We look forward to hearing from you and then providing you with further details about this position and the company.

We assure you of confidential contact and absolute discretion!

Your eAces team

It's all about personality!