ITSM Process and Support Manager

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron's 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.

The ITSM Process and Support Manager will be part of the ITSM Team, which manages the ITSM platform and processes. Adhering to ITIL best practices and internal governance standards, the ITSM team ensures efficient delivery and continuous improvement of business application, infrastructure, and information security services. Incident, Service Request and Problem Management, among other processes. The ITSM Process and Support Manager works closely with technical and business teams to maintain service stability, minimise disruptions, and ensure user satisfaction. Based on the candidate's background, the practices will be customized, and responsibilities will be assigned for one or more process management areas.

Your Responsibilities:

Management of operational ITSM processes including – but not limited to:

Incident Management

• Oversee the end-to-end process of incident handling to ensure timely resolution and restoration of normal service.
• Monitor incident trends, response, and resolution metrics to drive continual improvement.
• Coordinate with support teams to prioritize major incidents and ensure effective escalation and communication.
• Ensure post-incident reviews and root cause analyses are conducted for major incidents.

Service Request Management

• Oversee the end-to-end process of service requests in line with agreed SLAs.
• Ensure clear communication and user experience through consistent and accurate service request items.
• Identify automation opportunities to improve efficiency and reduce manual workload.

Problem Management

• Oversee the end-to-end process of problem management, driving proactive and reactive problem management to identify and eliminate recurring issues.
• Ensure root cause investigations and corrective actions are documented and tracked.
• Collaborate with technical leads to ensure permanent fixes are implemented effectively.
• Produce problem trend reports and improvement recommendations.

Change Enablement

• Oversee end-to-end process of change management, coordinating change activities and approvals per ITIL or company standards.
• Risk assessment, impact analysis, and effective documentation.
• Root cause analysis and post-change evaluation.
• Produce thorough and clear documentation for all configuration management activities, supporting audit and compliance requirements.

Management of the in-house ITSM application built on Microsoft Power Platform

Stakeholder management and operational excellence

• Act as a key interface between IT operations, business units, and external providers.
• Apply ITIL best practices to ensure processes are followed and improvements are implemented as needed.
• Communicate service performance and improvement plans clearly to stakeholders.
• Facilitate collaboration between cross-functional teams for end-to-end service delivery
• Monitor customer satisfaction and gather feedback.
• Drive improvements based on user experiences.
• Developing and maintaining IT service continuity management (ITSCM) processes in line with overall business continuity requirements.

Your background:

• Bachelor's degree in information technology, Computer Science, or related field
• Experience: 5 years in IT service management.
• Certifications: ITIL V4 certification is highly desirable, at least ITIL Foundation, ideally ITIL Practice Manager or ITIL Managing Professional
• Skills: Strong communication and problem-solving abilities.
• Proficiency in managing service contracts, SLAs, and KPIs is desired.
• Experience with Microsoft Power Platform and/or Power BI is highly desirable
• Technical understanding of workplace services, networks, and infrastructure is desired
• Fluent in English

Your benefits:

• Flexible Work Hours
• Hybrid working model (Mon & Fri WFH)
• Medical Insurance
• Parental leave Policy
• On-site crèche facility
• Annual Health Check-up
• Employee Assistance Program

We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website

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