Manager of Digital Service Management at Quadient

Hradec Králové, Northeast, Czechia -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, ITIL, Service Management, Service Delivery, Change Management, Crisis Management, Supplier Management, Cloud Services, Digital Operations, Continuous Improvement, Stakeholder Management, Compliance, Automation, Global Support, End-User Computing, Infrastructure

Industry

Freight and Package Transportation

Description

Company Description At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. Job Description In this role, you will lead the development and implementation of unified ITIL-based service management processes across all Digital Operations teams—creating consistency, efficiency, and an enhanced customer experience. You’ll be a strategic leader and a hands-on collaborator, working across functions and geographies to embed service excellence into the core of our digital operations. Define, build, and operationalize a new global service management capability within Quadient’s Digital function. Lead the implementation of a comprehensive Digital Service Catalogue and core ITIL-based processes, including Incident, Problem, Change Management, Service Introduction/Retirement, and more. Enhance and expand existing IT Service Management (ITSM) toolsets to support standardized workflows and enable automation. Work closely with Digital Operations teams across areas such as Applications, Infrastructure, End-User Computing, and Global Support. Establish service governance frameworks and Service Level Agreements (SLAs), underpinned by supplier agreements. Ensure all digital services are delivered in line with security, compliance, and regulatory requirements. Act as a service leader during operational incidents, risk events, or service performance issues—driving root cause resolution and continuous improvement. Collaborate with internal and external stakeholders to monitor supplier performance and operational KPIs. Promote a culture of continuous service improvement (CSI) across the global Digital team. Qualifications Proven leadership experience in IT/Digital Service Management, ideally in a global environment. Certified ITIL practitioner (intermediate level or higher), with hands-on experience in implementing and operating service management frameworks. Deep knowledge of service delivery operations across areas like applications, infrastructure, security, and end-user computing. Demonstrated ability to lead change, align teams around process improvements, and influence stakeholders across geographies. Strong supplier management expertise, including contracting, performance tracking, and relationship management. Experience with cloud-first and hybrid service delivery models. Skilled in crisis management, expectation setting, and cross-functional communication. Fluent English (spoken and written); additional languages a plus. Willingness to travel internationally as needed. Turn transformation into opportunity. Apply now. Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you. #LI-KC1 Additional Information Rewards & Benefits Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program. Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. Caring for Wellbeing: Access our complimentary employee assistance program for mental health support. Smart Work at Quadient At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together. Be yourself at Quadient Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice. We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected] Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law. People. Connected.

Responsibilities

Lead the development and implementation of unified ITIL-based service management processes across all Digital Operations teams. Act as a service leader during operational incidents and drive continuous improvement.