Service Management Officer

1 week ago

Navi Mumbai, Maharashtra, India Nouryon Full time

Job purpose

A Service Management Officer within Nouryon is primarily responsible for overseeing and ensuring the efficient and effective delivery of IT services. Their role includes standardizing and maintaining service management systems and processes, providing governance, and aligning IT strategies with business objectives. They also offer guidance, support, and best practices to various functional areas within the IT organization.

At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society's needs – today and in the future.

About the job (Job Responsibilities)

  • Accountable for owning and managing IT processes (ITIL), ensuring they are effectively designed, implemented, and continually improved.
  • Developing and implementing service management standards and processes.
  • Overseeing the maintenance and improvement of service management systems.
  • Offering guidance, support, and best practices to different IT functional areas.
  • Monitoring and reporting on service performance metrics to identify areas for improvement.
  • Ensuring compliance with regulatory requirements and industry standards.
  • Leading or participating in continual improvements and projects aimed at enhancing service quality and efficiency.
  • Promoting a culture of continuous improvement within the IT organization.
  • Providing training and development opportunities for staff to enhance their service management skills.
  • Acting as the Process Owner for IT processes (ITIL), ensuring their design, implementation, and continual improvement.
  • Establishing clear service management standards and procedures, with a primary focus on the process enforcement in ServiceNow tool rather than just documentation. This includes sharing the 'how-to' of these processes through training videos for better user understanding and engagement.
  • Actively identifying opportunities for system enhancements, focusing on leveraging the system's existing capabilities to the fullest, minimizing customizations, and promoting safe automation. All while ensuring the systems remain user-friendly and overseeing the implementation of these enhancements.
  • Proactively identifying service management issues, and leveraging best practices and lessons learned to initiate and drive continual improvements, while also providing expert advice and strategic recommendations for enhancement.
  • Establishing and maintaining a standardized reporting framework to consistently track and report on agreed KPIs, metrics, and KPI trees across various services, ensuring alignment and uniformity in measurement and presentation.
  • Conducting regular audits to ensure adherence to regulatory and industry standards.
  • Initiating and leading continual improvements and projects aimed at improving service quality and efficiency.
  • Encouraging teams to identify and implement improvements.
  • Mentoring and coaching staff to enhance their service management skills.

We believe you bring (Education & Experience)

  • Service Management Experience
  • Technical Experience: using and implementing ServiceNow enhancements.
  • Training Experience: developing training materials and delivering trainings.
  • Reporting and Analysis Experience: Designing performance metrics, monitoring, and reporting on service performance metrics.
  • Change Management Experience: Managing change and promoting the culture of continual improvement.
  • Industry Experience: ITIL v3 or v4 (required), COBIT (preferred) certified.
  • Minimal BSc (required), MSc (optional)

Please apply via our online recruitment system. We will not accept applications via e-mail. Once it's with us we will review to see if we have a match between your skills and the role For more information about our hiring process, visit:

We look forward to receiving your application

We kindly ask our internal candidates to apply with your Nouryon email via Success Factors.

We're looking for tomorrow's Changemakers, today.

If you're looking for your next career move, apply today and join Nouryon's worldwide team of Changemakers in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.

Visit our website and follow us on LinkedIn.

#WeAreNouryon #Changemakers

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