Head of IT Service Management

at  FLSmidth Inc

Come join FLSmidth Cement IT and contribute to establish the foundation for our Cement business operation in “Pure Play” mode. Aligned with the GREEN’26 Cement strategy, FLSmidth is set to have a dedicated Cement business entity, equipped to inject green-tech initiatives into the dynamic global cement market. This Cement business will feature its own dedicated Cement IT function, which is currently in the process of being developed.
We invite you to be part of our team, supporting our business and IT stakeholders in shaping our new digital strategy. This involves adapting to evolving business and operating models as we strive to create a modern workplace that embraces agile practices, innovation, and empowerment. Working alongside skilled colleagues both internally and externally, you will play a crucial role in ensuring the quality service delivery to our business stakeholders. As a newly established entity, our Cement business presents a unique opportunity for IT to make a meaningful impact.
About the job
The Head of IT Service Management is responsible for overseeing the delivery of high-quality IT services to our internal customers. This role involves managing the IT service desk, ensuring service level agreements (SLAs) are met, and continuously improving IT service processes and performance. The ideal candidate will have strong leadership skills, a deep understanding of IT service management (ITSM) frameworks, and a commitment to customer satisfaction.

Your responsibilities

• Develop and implement ITSM processes based on best practice to provide efficient service delivery to our business users.
• Oversee the IT service desk operations, ensuring timely resolution of incidents, service requests, and problems.
• Lead the incident and problem management processes, ensuring root cause analysis and permanent solutions are implemented in coordination with other IT functions.
• Oversee the change management process, ensuring changes are implemented with minimal disruption to services.
• Manage release schedules and ensure successful deployment of new services and updates.
• Monitor and report on service performance metrics, including SLA compliance, incident trends and customer satisfaction.
• Ensure high levels of customer satisfaction by managing customer expectations and maintaining open communication.
• Stay updated with industry trends and advancements in ITSM practices and technologies.
• Foster a collaborative and customer-focused work environment.
• Build and maintain strong relationships with key stakeholders and customers.

Your qualifications

• Bachelor’s degree or relevant experience in information technology, Computer Science, or a related field. ITIL certification or equivalent preferred.
• Minimum of 5 years of experience in IT service management or a similar role.
• Proven leadership and team management skills.
• Strong understanding of ITSM frameworks and best practices (e.g., ITIL).
• Excellent customer service and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in ITSM tools and software (e.g., TOPdesk, ServiceNow. etc.,).
• Knowledge of industry-specific regulations and standards.

Key Competencies
Strategic Thinking: Ability to develop and implement strategic plans to improve IT service delivery.
Problem-Solving: Strong analytical skills to identify issues and implement effective solutions.
Communication: Excellent verbal and written communication skills for effective internal and external communication.
Adaptability: Ability to adapt to changing environments and manage multiple priorities.
As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds to apply irrespective of sex, gender identity/expression, disability, sexual orientation, or age. The more diverse our employees are, the stronger our team is.
Please apply by clicking “apply” on this page. Kindly note that we will be reviewing applications and conducting interviews - also on a virtual setting as required - on an ongoing basis so please apply as soon as possible.
No recruiters and unsolicited agency referrals please.
Build a better world
FLSmidth helps build societies all over the world by contributing to the infrastructure needed for global economic growth. It is a big responsibility, and we are committed to driving productivity while minimizing environmental impact. To achieve this, your skills, your curiosity, and your drive for change are important. Together in our diverse team, we collaborate in an inclusive and supportive environment to discover further ways to economic and environmental success.
For further information on FLSmidth business and services, visit
www.flsmidth.com
and
www.flsmidth-cement.com

• Develop and implement ITSM processes based on best practice to provide efficient service delivery to our business users.
• Oversee the IT service desk operations, ensuring timely resolution of incidents, service requests, and problems.
• Lead the incident and problem management processes, ensuring root cause analysis and permanent solutions are implemented in coordination with other IT functions.
• Oversee the change management process, ensuring changes are implemented with minimal disruption to services.
• Manage release schedules and ensure successful deployment of new services and updates.
• Monitor and report on service performance metrics, including SLA compliance, incident trends and customer satisfaction.
• Ensure high levels of customer satisfaction by managing customer expectations and maintaining open communication.
• Stay updated with industry trends and advancements in ITSM practices and technologies.
• Foster a collaborative and customer-focused work environment.
• Build and maintain strong relationships with key stakeholders and customers