stillingsbetegnelse: Head of IT Service Management Office

jobbeskrivelse:
Would you like to lead the continuous roll out of ServiceNow and IT Service Management processes throughout Ramboll’s Global IT Organisation? Then we have an unique opening in Ramboll Global IT. Join the Ramboll IT department Ramboll IT is in the process of transforming from country based IT departments to one global IT unit. Our global IT delivery model is mainly based on two units: Customer Services and Infrastructure and Operations. Within Customer Services the main goal is to provide frontline support for Ramboll’s 13.000 employees based in 35 countries via our global service desk unit. The need for standardized processes, process governance and continuous process improvement are evident to ensure that the global delivery model works efficiently and with high level of customer satisfactions as a result. The IT Service Management team resides in Customer Services and work closely with the delivery units to service our end-users with world class IT service. Your responsibilities as Head of IT Service Management Office As Head of IT Service Management Office you will be responsible for establishing a roadmap and structured governance model for ServiceNow and process improvement in Global IT. We use ServiceNow as our global ITSM tool and the system ownership and administration lies within your team. We launched version 1 of our Self Service Portal 6 months ago and the further development and business adaption to the use of the portal is one of the key initiatives - we want to use ServiceNow as strategically to further improve most of our IT processes throughout the Global IT organization. You will have to develop incident management as an area of expertise based out of India and establish process related roles and responsibilities throughout Global IT. Moreover, you will be managing and motivating the IT Service Management Office Team of 3 colleagues. Furthermore, your role is pivotal as a driver for: •Drive and expand IT performance reporting for all stakeholders, customers and Global IT management •Analyse reports and data from ServiceNow and other data sources to identify areas of optimization and efficiency gains through continues improvement •Continuous development of functionalities and services in our ITSM tool ServiceNow •Increasing process maturity and usage of ServiceNow •Analyse feedback data from end-users based on daily surveys •Service performance management on a global scale •Maturity of performance reporting and performance management •Process compliance throughout Global IT You will interact with colleagues on all levels both operational and strategically. You should be able to navigate across cultural differences and managerial levels. You and your competencies We expect that you have strong IT Sevice Management skills in a senior managerial role with specific focus on operational processes and customer service excellence. Furthermore, you have significant experience with implementing new processes and lifting process maturity. Moreover, we expect you to have the following experince: •“Customer service” as a competency and strong knowledge about high quality service delivery •Familiar with Lean IT methods and/or other process optimization techniques •Extensive experience with KPI’s within IT operations (1.st – 3rd line) a necessity •Process knowledge. ITIL foundation certification as a minimum, ITIL intermediate •Documented experience from working and configuring extensively with an IT service management tool, preferably ServiceNow •Analytical skills to be able to define improvement activities based on performance data •Ability to both create and implement strategic roadmaps •Fluent in English both verbal and written is a prerequisite •Bachelor's or master's degree in computer science, information systems, business administration, or other related field or equivalent work experience You have extensive experience from working in a global environment and the ability

Arbejdsgiver Navn: RAMBØLL DANMARK A/S

Arbejdsgiver telefonnummer: 51611000

Job kort beskrivelse: Systemanalytikerarbejde

land: Danmark

region: Hovedstaden

Kontrakt varighed: Fast

Kontrakttype: Fuldtid

krævede uddannelse: Ikke angivet

Kilde til jobtilbud: AMS, Offentlige arbejdsformidlinger, Danmark