IT Service Manager

Main responsibilities:

• Ensuring full continuity of the support processes end to end.

• Managing escalations for critical incidents involving critical apps, for example “P1”, ensuring coordination, facilitation, and stakeholders communication.

• Applying end-to-end problem-solving methodologies and ensure root causes are properly removed.

• Educating and training internal teams on problem-solving methodologies and develop a culture of continuous improvement mindset.

• Ensuring data entry and reliability in CMDB and APM (currently in ServiceNow) and report on it to Digital owners.

• Reporting monthly on Operations effectiveness through approved KPIs, focusing on Digital and Manufacturing & Supply teams.

• Establishing partnerships with Managed Services provider teams, Service Desk, On-site support, and Infrastructure Managed Services

About you

Requirements:

• Demonstrate expertise in ITIL v4 Frameworks such as Support Model, Service Management, CMDB and/or APM.

• Have advanced knowledge of ServiceNow Platform understanding ServiceNow's capabilities, usage and ways of working

• Have a good understanding of infrastructure and application technologies

• Be familiar or have an interest in Cloud Platforms such as AWS, Google Cloud or Azure

• Be familiar with DevOps and Site Reliability Engineering conceptsknowledge & multi-year experience of Operations services (e.g. IMS, AMS, Service Desk, ITIL stack, …)

• Demonstrate willingness to learn new technologies and skills with a continuous improvement mindset

• Work within an agile environment

• Be fluent in English

Areas of Learn New Skills and Knowledge:

• As part of this position, you'll have an opportunity to gain knowledge:

• In Manufacturing systems such as MES and Supply Systems Kinaxix

• Lean Methodologies such as Six Sigma, A3, 8D, and 5W2H

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

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