Informacje o stanowisku

• 100% remote model
• Global structures

About Our Client

A global company specializing in the production of bakery products, operating in markets across Europe, Asia, and Australia. It is one of the largest suppliers of frozen bakery goods worldwide, serving the food service sector, retail, and restaurant chains.

Job Description

• Lead the Change/Transformation process to create a Global IT Service model.
• Implement and refine ITSM strategies and standards, emphasizing best practices and ongoing enhancement.
• Develop and enforce ITSM policies and procedures to ensure consistency and compliance.
• Enhance service desk performance, reliability, and efficiency to improve user satisfaction and experience across all regions.
• Monitor and analyze service desk metrics to identify areas for improvement and implement corrective actions.
• Collaborate with IT teams across regions to ensure seamless service delivery.
• Provide regular training and updates to IT staff on ITSM practices to ensure alignment with the latest industry standards.
• Support IT teams in developing their service catalog and improving time to market for IT services.
• Continuously monitor and analyze IT service metrics to identify areas for improvement and implement corrective actions as necessary.
• Manage the entire lifecycle of IT service management tools and processes, ensuring vendor support and compliance.
• Oversee the selection, implementation, and maintenance of ITSM tools.
• Launch and complete projects to enhance services and integrate entities into the groups newly deployed ServiceNow platform.
• Act as the ServiceNow platform owner for all ITSM-related parts, collaborating closely with the ServiceNow platform owner for Demand and Project Management.
• Manage vendor governance and relationships around ServiceNow partners.
• Ensure vendor compliance with service level agreements and performance standards.
• Lead ServiceNow implementation and upgrade projects with the assistance of our service-managed partner.
• Coordinate with cross-functional teams to ensure successful project delivery.
• Ensure adherence to organizational policies and standards.
• Stay updated with industry trends and best practices to drive continuous improvement.

The Successful Applicant

• Proven experience in IT service management, with a strong understanding of ITSM best practices and frameworks (e.g., ITIL) and organization change management.
• ITIL certified.
• Proficiency in ServiceNow modules such as Incident, Problem, Change, and Service Catalog, Asset Management and CMDB.
• Knowledge of scripting languages used in ServiceNow.
• Solid experience in organization change management.
• Solid experience in vendor governance management.
• Minimum of 5 years of experience in a similar role.
• Relevant certifications (e.g., ITIL, PMP) are a plus.

Whats on Offer

• 100% remote.
• Private medical healthcare for the employee and their family (employee package fully covered, family options available at negotiated prices).
• Life insurance for the employee and their family (employee package fully covered, family options available at negotiated prices).
• Multisport card & support for the employees physical wellness or Sport & Culture card.
• Lunch card.
• Additional days off in the calendar year.
• Co-funding for language courses and daily use of foreign languages.
• Co-funding for corrective glasses.
• Referral bonus.
• Social fund benefits (e.g., holiday bonuses, social aid, holiday benefits, etc.).
• Flexible work environment.
• Additional payment for work on public holidays.
• Delivery of fruits and company products to the office.
• Company events and team-building activities (e.g., holiday parties, summer events).

Kraków - Oferty pracy w okolicznych lokalizacjach