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Head of IT Service Management
7 days ago
Oversee the IT service desk operations, ensuring timely resolution of incidents, service requests, and problems.
Lead the incident and problem management processes, ensuring root cause analysis and permanent solutions are implemented in coordination with other IT functions.
Oversee the change management process, ensuring changes are implemented with minimal disruption to services.
Manage release schedules and ensure successful deployment of new services and updates.
Monitor and report on service performance metrics, including SLA compliance, incident trends and customer satisfaction.
Ensure high levels of customer satisfaction by managing customer expectations and maintaining open communication.
Stay updated with industry trends and advancements in ITSM practices and technologies.
Foster a collaborative and customer-focused work environment.
Build and maintain strong relationships with key stakeholders and customers.
Your qualificationsBachelor’s degree or relevant experience in information technology, Computer Science, or a related field. ITIL certification or equivalent preferred.
Minimum of 5 years of experience in IT service management or a similar role.
Proven leadership and team management skills.
Strong understanding of ITSM frameworks and best practices (e.g., ITIL).
Excellent customer service and interpersonal skills.
Strong analytical and problem-solving abilities.
Proficiency in ITSM tools and software (e.g., TOPdesk, ServiceNow. etc.,).
Knowledge of industry-specific regulations and standards.
Key CompetenciesStrategic Thinking: Ability to develop and implement strategic plans to improve IT service delivery.Problem-Solving: Strong analytical skills to identify issues and implement effective solutions.Communication: Excellent verbal and written communication skills for effective internal and external communication.Adaptability: Ability to adapt to changing environments and manage multiple priorities.No recruiters and unsolicited agency referrals please.Build a better worldFLSmidth helps build societies all over the world by contributing to the infrastructure needed for global economic growth. It is a big responsibility, and we are committed to driving productivity while minimizing environmental impact. To achieve this, your skills, your curiosity, and your drive for change are important. Together in our diverse team, we collaborate in an inclusive and supportive environment to discover further ways to economic and environmental success.For further information on FLSmidth business and services, visit and .
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