International SOS is recruiting for an experienced Global Head IT Service Management. The purpose of this role is to ensure that International SOS has the IT service management capability to effect and efficiently run its Information Technology processes to support the business (critical) services provided to our clients. We are looking for someone to take us to the next stage of our maturity in IT Service Management. Someone who will drive the ITSM platform forward and has a strong continues improvement focus and makes it happen.
The successful candidate will be accountable for overseeing the implementation and maintenance of our IT service management strategy and processes. The Global Head IT Service management will engage IT and business stakeholders around the globe – in order to gain buy in and practical support for the processes and way of working. He or she will drive problem management, change management, capacity management, vendor management, process change etc, in order to increase the stability and availability of our platforms year on year. This position will require a leadership understanding of ITIL (Information Technology Infrastructure Library), strong vendor management, best practices, and experience on managing a supplier managed global service desk as well as and a proven track record of driving continuous service improvement.
At International SOS we work with our clients to protect global workforce from health and security threats and provide specialistic Medical Services to our clients. We are a high growth and very dynamic organisation HQ-ed in SG. The culture is fast paced and entrepreneurial, driven by strong sense of Mission and Purpose helping saves lives and protect people daily. A company which empowers its staff, with an energetic, challenging work culture which develops the individual. We will provide a global outlook where you work in multi-disciplinary, multi-cultural teams and solve big problems. We welcome people who drive themselves and who seek to create impact.
Responsibilities
- Accountable for the company’s IT service management vision, architecture, design, and Operational Excellence.
- Develop and implement IT service management strategies and processes to improve service delivery, increase efficiency, and ensure compliance with industry standards and regulations and drive the organisation to the next stage of maturity.
- Collaborate with other Business and IT Service Line teams and stakeholders to ensure that IT service management processes are integrated with other IT processes and aligned with business objectives.
- Manage a team of IT service management professionals, providing coaching, mentoring, and performance feedback to ensure a high level of service delivery
- Drive incident, problem, change, capacity, service transition & vendor management continues process improvement, in order to increase the stability and availability of our platforms year on year
- Oversee the day-to-day execution of the incident, problem, change, capacity, service transition & vendor management to ensure compliance and proper reporting and execution.
- Oversee the incident management process, ensuring that incidents are resolved quickly and effectively, and that root cause analysis is conducted to prevent future incidents.
- Manage the problem management process, ensuring that problems are identified and resolved in a timely manner, and that knowledge is shared across the organization to prevent similar problems from occurring in the future.
- Manage the change management process, ensuring that changes are properly evaluated, approved, and implemented with minimal disruption to business operations.
- Manage the release management process, ensuring that new or modified services are tested and deployed with minimal risk to the organization.
- Manage the capacity management process, ensuring the new and existing services run smooth without risk for unexpected capacity problems and incidents.
- Monitor and report on service level performance, ensuring that service level agreements are met and that service improvement initiatives are identified and implemented.
- Leads the Operational Excellence for day to day run of the network, based on pro-active monitoring, pro-active and adaptive maintenance and where required corrective actions.
- Guides and monitors the outsourcing partner on compliance with SLA’s and other commitments and provide management reports and other qualitative data to measure the effectiveness of service provided.
- Owns the Change Advisory Board for changes in the IT Landscape.
- Owns the CMDB setup, completeness, and integrity
- Owns the Service Now platform for the actual implementation of the ITIL Processes mentioned before, as well as the service catalogues.
- Manages the outsourced Services Desk on quality, performance, and SLA’s. Reviews the monthly performance and volumetrics
- Engage with Business Lines, Development teams, and IT Infrastructure team members to ensure overall performance meets/exceeds service level objectives.
- Provide weekly, Monthly reporting to IT leadership and Business Lines, as well the Monthly Management Reviews
- Drive and organize the Monthly Service Reviews with IT Partners and the accountable IT Service Managers.
- Coordinates the IT audits for the IT Shared Service teams in cooperation with the Compliance and Security Teams.
- Monitors and signals supplier contract renewals and vendor risk assessments, ensure to involve the right teams on the execution of the vendor transactions.
Requirements
- Bachelor's degree in computer science, information systems, or a related field.
- ITIL certification (Foundation level or higher) is required.
- Minimum of 5 years of management experience in IT service management, with a proven track record of driving continuous service improvement.
- Third party outsource supplier management a strong plus
- The candidate has experience in a wider regional organization and understand a matrix work culture. Experience in a global role is a strong plus
- Experience in managing incident, problem, change, release, capacity, service onboarding and service level management processes.
- Strong understanding of ITIL best practices and frameworks.
- Excellent communication and interpersonal skills, with the ability to communicate technical information to non-technical stakeholders.
- Strong leadership and management skills, with the ability to motivate and manage a team of IT professionals.
- Analytical and problem-solving skills, with the ability to identify and resolve complex issues.
- Experience with IT service management tools and systems, such as ServiceNow.
- Knowledge of IT governance frameworks, such as COBIT or ISO 27001, and Compliancy frameworks is a plus
- Can think out of the box and has a can-do attitude.
- Excellent communication skills.
- Some travel might be required (10-15%).
