Global IT Service Management Lead

at  Hansen Technologies

ABOUT THE ROLE

Join 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.

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.

Proven 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