Our client is the leading provider of building materials solutions that build, connect and improve our world. Employing c.78,500 people at c.3,390 operating locations in 28 countries, they have market leadership positions in both North America and Europe. As the essential partner for transportation and critical utility infrastructure projects, complex non- residential construction and outdoor living solutions, their unique offering of materials, products and value- added services helps to deliver a more resilient and sustainable built environment. The company is ranked among sector leaders by Environmental, Social and Governance (ESG) rating agencies. In order to complete their European IT Tech Team they are now hiring a Shared Service Management Lead.
Tasks
- Act as a primary contact for customers availing of our managed services, identifying service opportunities
- Be accountable for developing, delivering and maintaining a technology service strategy
- Oversee the content and knowledge management associated with the services offered to customers
- Manage the planning, implementation, control, review and audit of service provision, to meet business requirements (negotiation, implementation and monitoring of service level agreements)
- Lead 1st line operational compliance, and act as a key point of contact for internal and external audit, risk and compliance
- Oversee Asset Management, the overall control and stewardship of the IT assets and resources used in the provision of IT services
- Own and manage the service management processes for all countries, including the catalogue of services and ITSM.
- Identify potential service improvement opportunities and drive their implementation
- Support the transformation of our services through optimisation and automation
- Engage with the business customers to define and agree service level targets
- Contribute to long-term IT strategy
- Manage and optimise ITSM platforms, tools, and technology
- Ensure SLOs and SLAs are established with the business and service improvement plans are developed and executed
- Utilise data-driven strategies to enhance service delivery
- Analyse and interpret KPIs to monitor service metrics, predict trends and address issues proactively
- Empower service owners to own their service and drive enhancements
Requirements
- Minimum of 5-7 years of leadership experience in an IT service management or a related field.
- College diploma or university degree in business, information systems, or a related technical field.
- Experience managing teams and processes within a shared IT services environment.
- Experience with ServiceNOW or similar service management platforms.
- Professional certifications such as ITIL, PMP, Prince2, TOGAF, PMBOK or similar are highly desirable.
- Experience working in the construction materials or industrial manufacturing sector.
- Proven experience of working in a federated matrix model.
- Proven project management skills, with the ability to work well under pressure and meet deadlines.
- In-depth knowledge of IT service management (ITSM) processes and tools.
- Strong vendor management skills, with experience managing third-party relationships.
- Knowledge of service management frameworks (ITIL, ISO etc.)
- Experience driving service excellence and operational efficiency.
- Language English (Fluent).
Advantages
- Desirable Second European Language (preferred)
What they offer
- A culture that values opportunity for growth, development, and internal promotion
- Highly competitive salary package
- Significant contribution to your pension plan
- Comprehensive secondary benefits
- Excellent opportunities to develop and progress with a global organisation