Global Head of ITSM

Job Purpose:

In charge of the overall roadmap of the product functional and technical - counter parties are business representatives & platform Manager.

This is key role of the tool. Agrees with the business upon agreed budget the priorities to implement in the tool to make it strongly aligned to business needs.

Key Responsibilities:

• Develop & manage a product roadmap to provide strong visibility to all stakeholders on the product life cycle
  • Manage functional releases and version upgrade recommended by the vendor
  • Manage the functional backlog of the product to plan them on the roadmap of the product
  • Through this roadmap secure the steady state aspects of the product
  • Drive continuous improvement initiatives, fostering a culture of innovation and excellence within the ITSM team to optimize service delivery processes.
  • Manage relationships with IT service providers, ensuring adherence to service level agreements (SLAs) and overseeing vendor performance.
• Manage work sessions with IT/ITSM region representatives to
  • Lead and oversee the global IT Service Management (ITSM) function, ensuring efficient and effective delivery of IT services across the organization.
  • Develop and maintain strong relationships with key internal and external stakeholders to ensure ITSM initiatives align with business goals and contribute to overall organizational success.
  • Drive the adoption of ITSM best practices across different business units, promoting a standardized approach while accommodating unique operational requirements.
  • Understand and Propose translation of the needs into product functionalities
  • The product owner needs to be recognized as a true business enabler
  • Represent the ITSM function in executive meetings, presenting updates, performance metrics, and recommendations for continuous improvement.
• Build global ITSM processes

• Incident, Problem, Change, Service Request aligned with ITIL framework
• Develop and implement ITSM strategies, policies, and procedures to enhance service quality, align with business objectives, and meet compliance standards.
• Establish key performance indicators (KPIs) and metrics to monitor and evaluate ITSM performance, providing regular reports and recommendations for improvement.
• Lead a team of ITSM professionals, providing guidance, mentorship, and support to foster a high-performing and collaborative work environment.
• Collaborate with cybersecurity teams to integrate security practices into ITSM processes, ensuring the resilience and protection of organizational assets.
• Conduct regular audits and assessments of ITSM processes to identify areas for improvement and ensure ongoing alignment with organizational goals.

• Manage
  • Third party development & Acceptance of Development
  • Product budget
  • Licenses
  • Ensure Support Organisation is in place to have a steady state environment.
  • Ensure all infrastructure & security aspects are under control
  • Keep the product aligned with market best practice through
  • Discussion with vendors
  • Discussion with other product owner, set/attend to a product owner community

Required Experience and Knowledge

• 5 years minimum in senior ITSM position (Tool architect/Process owner)
• Strong capacity to convert business needs into ITSM functionalities
• Strong expertise of Agile
• Strong experience of the ITIL framework (ITIL)

Functional competencies

• Business acumen
• Strong communication skills
• Solid Vendor Management skill to manage relation with ServiceNow and the outsourced developments company
• Strong understanding of ITIL & ITSM
• Strong capacity to manage a product, vision, how to enhance the product
• Strong capacity to manage product roadmap, enhancement for the business and budget constraints