IT Service Management (ITSM) Director

Role purpose:

The primary purpose of the ITSM Director is to lead and manage the ITSM Team and to have overall accountability for our ITSM framework and processes such as; Incident, Change, Problem, Knowledge, Configuration, Service Catalogue, Service Transition and Service Level Management. Setting the vision and strategy for these processes and ensuring alignment with business and organizational goals and best practices (e.g. ITIL).

The ITSM Director with on-site presence at the Centre of Excellence to enhance governance, operational efficiency, and engagement with teams as a liaison between the business, technical teams, IT Domain Leads, and external service providers, managing service performance and SLAs. Ensuring that ITSM support regular service reviews in alignment with agreed governance. The role is further responsible for the management of the ServiceNow platform and for driving continuous improvements and enhancements within the platform to optimise ITSM processes and user experience.

Additionally for our organisation, the ITSM Director is also accountable for the implementation of our Identity and Access Management (IAM) Security policies to ensure compliance and delivery of our IAM operations.

Key Responsibilities:

Govern IT Programs: Provide guidelines, reports, and budget supervision in line with ITIL best practices

Organize and Define Processes: Establish IT service management processes to manage, design, plan and deliver our IT services

Oversee ITSM Framework: Ensure the ITSM framework aligns with organizational goals and best practices, overseeing key processes such as Incident, Change, Problem, Knowledge, Configuration, Service Catalogue, Service Transition and Service Level Management. Accountable for managing high quality ITIL compliant IT services to our users. Drive proactive actions and automation, identify and remediate potential service risks, reduction of MTTR and increase MTBF.

Liaison and Stakeholder Collaboration: Facilitate collaboration between the executive committee and project/service management teams and provide regular updates to stakeholders.

Security & Compliance: Work closely with Information Security, IT Domain Leads and Application/Data Owners to ensure stated IAM policies and procedures are in place.

Identity & Access Management Audit and Compliance: Provide support to internal and external audits of our Information Security Policies and IT General Controls (ITGC) including but not limited to user provisioning and deprovisioning process, access control mechanisms, user access reviews and certification.

Innovation: Keep in touch with enterprise architect and technology experts to discuss impact of new technologies and architecture roadmap.

Budget Management: Works along with the Senior Director of PMO/RMO and ITSM & above on yearly financial planning, though budget forecast and control

Team and People Management: ensure that direct and indirect reports are developed to their full potential and lead the recruiting process when required, so that we have the right profiles with the right skill-set working for the organization.

Language skills:

English (fluent)

Location:

Madrid, Spain

Must have experience

The ITSM Director must have extensive experience in IT service management, with a strong background in implementing and overseeing ITIL processes. This includes Incident, Change, Problem, Knowledge, Configuration, Service Catalogue, Service Transition and Service Level Management. Additionally, they should have hands-on managerial skills, excellent communication and stakeholder management abilities, and expertise in ITIL/Service Management.
Being able to clearly articulate goals and objectives and motivating and leading others towards their achievement.
Making decisions at the appropriate time, considering the needs of the situation, priorities, constraints, known risks, and the availability of necessary information and resources.
Understanding commercial considerations and ensuring alignment with them when making decisions or recommending actions. Experience with tools like ServiceNow and Power BI for developing performance dashboards and reports is also essential.
The role requires a minimum of 5 years of experience international experience, preferably in a managerial position.

Highly desirable experience

Broad knowledge of SAP and Service Now
Background in international organizations
Expertise in Big Data, Analytics and Machine Learning
Hospitality IT experience

Travel needs

Less than 15%

Soft skills:

Excellent good interpersonal, verbal, and written communication skills
Passion for customer service, efficiency, effectiveness and quality
Good team player, willingness to assist others and share expertise
Highly influential, leadership, communication, efficiency, sociability

Education:

University Degree in Computer Science, Information Systems, Business Administration, or related field.
A recognized ITIL certification at Practitioner level or above is highly desirable.

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