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Shared Services Director, Technology and Innovation

1 semana atrás

Lisboa, Lisboa, Portugal RELEX Solutions Tempo inteiro

About the Role

The BIT Service Manager will be responsible for establishing, managing, and continually improving the internal IT shared services framework. This role includes ownership of IT Service Management (ITSM) technologies and associated service operations, ensuring high-quality service delivery and alignment with business objectives.

Key Responsibilities

  • Strategic Leadership
  • Define and develop the IT Operations service portfolio, including the creation of a comprehensive service catalogue, to provide clarity on service offerings and ensure alignment across BIT shared services.
  • Design, implement, and lead BIT shared services to support the internal IT needs of the organization together with Head of IT Operations.
  • Support in developing a strategic roadmap for shared services, aligning with company goals and ensuring scalability and efficiency together with Head of IT Operations.
  • Establish service-level agreements (SLAs) and key performance indicators (KPIs) to measure and optimize performance together with Head of IT Operations.
  • ITSM Technology and Service Ownership
  • Own and oversee the ITSM platform, ensuring its effective deployment and integration across the IT environment.
  • Oversee updates, enhancements, and the overall lifecycle of ITSM tools are managed effectively to support seamless service delivery.
  • Develop and maintain ITSM processes in line with industry best practices, such as ITIL.
  • Communication and Collaboration
  • Act as the main point of contact for stakeholders, ensuring transparent communication and alignment of IT services with business expectations.
  • Provide regular reporting and updates on service performance, issues, and improvements.