The ideal candidate should have 10+ years of experience in Service Management area with adequate understanding of SuccessFactors HR modules and add on tools.

You will

• Actively contributes towards end-to-end ownership of service management portfolio.
• Work with other ITSM Service Manager to develop and document IT Incident Management policies, processes, and procedures based on ITIL standard methodologies to ensure the quality of operations.
• Develop and implement IT service management strategies aligned with business goals.
• Plan and manage the IT service portfolio to ensure it meets current and future needs.
• Define and refine best practices, frameworks, knowledge repositories and ways of working for the squad.
• Design new IT services or modify existing ones to improve quality and efficiency.
• Ensure that service designs are consistent with architectural standards and business requirements.
• Manage the transition of new or changed services into the operational environment.
• Ensure that IT services are delivered effectively on a day-to-day basis.
• Implement and oversee incident and problem management processes to resolve issues promptly.
• Driving the efficiency and effectiveness of the incident/problem management process track and ensure KPI adherence
• Identify opportunities, implement best practices and process improvements to enhance service delivery.
• Manage relationships with third-party service providers to ensure they meet agreed service levels.
• Monitoring of the tickets from service providers(providers), improve quality and suggest process improvements.
• Responsible to deliver Customer/Management reporting as per the agreed timelines.
• Ensure IT services comply with relevant legal, regulatory, and security requirements. Drive compliance topics such as DORA, ARA, IAM concept, TPRM, Pen Test, etc.
• Responsible for quality review and adherence for operations team.
• Coordinating interfaces between incident management and other service management processes.
• Assurance of application operations according to agreed SLAs - Incident, problem and change management.
• Constantly review incidents, Service requests ; to identify trends and opportunities for improvements –Establish tools to improve the efficiency of the run processes as required.
• KMDB- Knowledge Management data base, Training the new joiners on incident/problem mgmt.
• Ensure IT services comply with DORA requirements and maintain documentation for audit reporting purposes.
• Prepare and submit reports on operational resilience to relevant regulatory bodies.
• Evaluate and manage risks associated with third-party service providers, ensuring they meet resilience requirements.
• Conduct regular assessments of third-party compliance with DORA standards.
• Develop and implement strategies to ensure the resilience of IT services against disruptions, cyber threats, and other operational risks.

Your skills

• University degree (Bachelor or equivalent)
• ITIL Service Management
• Reporting, Data Analytics
• JIRA and Confluence
• MS Office Suite
• Excellent communication and presentation skills.
• Basic knowledge or experience with AI tools will be beneficial.

Your benefits:

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach