Manager - IT Service Management

Nasze wymagania:
Proven people leadership experience with direct responsibility for developing individuals, managing performance and building a team
Experience leading a team through change, whether new roles, new ways of working or a new operating model
Experience leading colleagues across countries and locations
Solid working knowledge of IT Service Management, enough to set direction, shape process design and challenge constructively
A bachelor's or master's degree in IT, business, service management or a related field, or equivalent relevant professional experience
Strong stakeholder management skills, with the ability to align teams you do not manage around common standards and drive adoption through credibility rather than authority
Fluent English, written and spoken, at C1 level or higher (CEFR)
Comfortable leading specialists without being the deepest expert in the room
Clear and pragmatic, particularly when the direction is not yet obvious
Patient with people and persistent with processes

Mile widziane:
ITIL certification or equivalent structured service management knowledge
Experience with ServiceNow or another enterprise ITSM platform
Experience with Enterprise Service Management, service governance, CSDM or related service modelling concepts
Experience from a complex or production-critical enterprise environment
A Scandinavian language or Polish in addition to English

O projekcie:
Service management at Danish Crown reaches from office IT to the systems that keep production running around the clock. The discipline exists, but not yet at the maturity we need, and building it is what this role is for.
This is first and foremost a people leadership role. The team is already in place, but this is not a caretaker job. Most of your colleagues are experienced IT professionals moving into service management from other roles, and they need a leader who can set clear direction and build their capability. Your success will be measured by how strong and independent the team becomes.
This team sets and governs the standard; it does not run the operation. Execution sits with the operational and delivery teams, so a large part of the job is driving adoption across teams you do not manage.
You will also help define the mandate itself. Global IT's operating model is still taking shape, and the exact boundary between your team and the operational teams is something you will help draw rather than inherit.

Zakres obowiązków:
What you will be doing
• Lead a distributed team across three countries through a significant role transition, building new capabilities and professional confidence
• Set clear direction, priorities and expectations, and define what good looks like for each process and service discipline
• Coach individuals through structured development planning, regular feedback and follow-up
• Govern and continually improve Global IT's service management processes, and make sure they hold up in daily operation
• Drive process adoption across Technology & Operational Services, including teams outside your own organization
• Make sure the team's Service Managers run consistent service reviews, service level follow-up and supplier governance for their assigned services
• Operate the framework for service ownership, govern quality and consistency, and challenge where ownership is unclear
• Build strong working relationships with the Operations Center, platform teams, country service organizations, Foundation Services & Transformation and business stakeholders
What the team is responsible for
Some of this is established today, some are still being defined, and some you will build.
• Service management processes. Change Enablement, Problem Management, Service Request Management, Knowledge Management and Service Configuration Management are being designed and matured now. The process design is set as part of Global IT's operating model work; your team governs the processes and the quality criteria they are measured against, drives their implementation and continual improvement, and makes sure they hold up in daily operation. Execution sits with the operational and delivery teams: Situation Management in the Operations Center facilitates the Change Advisory Board, coordinates the operational assessment of significant changes, drives major incident coordination and supports operational problem work; request fulfilment sits with End User Support; and platform operation, discovery and technical administration sit with our platform team. The operational teams make routine fixes within their own delivery. Changes that affect shared processes, service levels, ownership, or multiple teams are coordinated with Service Management.
• Service ownership and the Service Catalogue. Operate and govern the service ownership model by supporting Service Owners, onboarding Service Managers and maintaining clear quality criteria. Govern the catalogue’s structure, definition model, publish readiness and alignment with CSDM, TBM and ServiceNow. Service Owners remain accountable for their own service descriptions, scope, service levels, support models and cost.
• Service performance. The team’s Service Managers coordinate service performance, service assurance and supplier management for services across Technology & Operational Services and Business Solutions. They drive Service Level Management, service reviews, supplier governance, performance reporting and continual improvement, helping Service Owners close the gap between what the business expects and what IT delivers. Service Owners remain accountable for their services, including direction, priorities and overall service performance.
• The next level of maturity. Introducing Service Portfolio and Service Lifecycle Management in practice as Global IT moves towards a defined set of core services with clear owners, service levels and value statements.
Foundation service definition, common standards and transformation sit in Foundation Services & Transformation, which the team works closely with. Your first priorities will be agreed with the Service & Operations leadership team.

Oferujemy:
A seat in the Service & Operations leadership team, with real influence over how our operating model is defined, not only over how it is executed
Broad exposure across a global IT organization and a production-critical business