At SIE, the IT Service & Support function is critical to enabling smooth business operations, productivity, and customer satisfaction. This is a hands-on leadership role with a unique set of challenges and huge opportunities to develop and mature the operation as it continues to globalize.

As a leader in the IT S&S space, you are responsible for championing a vision that aligns with, and further enables SIE’s growth. Your principal responsibilities include:

• Development of a strategic approach to IT engagement across the Americas and Europe
• Implementation of a global ITSM capability, coordinating IT managers across regions
• Driving transformational changes to IT Support capabilities to increase data-driven automation and self-service solutions

This highly collaborative leadership role includes working with a globally distributed team to understand the requirements of our internal customers and deliver flexible solutions to support changing business needs. You have the opportunity to develop:

• Direction and management of Tier 1 support
• Service level agreements (SLAs) and key performance indicators to assess performance against established benchmarks
• Introduce technology solutions that reduce the dependency on Tier 1 services
• Business ownership of the ITSM toolset, aligning development to strategic direction
• Service Transition and Knowledge Management
• Hardware and software asset management
• On/offboarding, IT inductions, Walk-Up Desk and meeting room support
• Shared responsibility for event support and AV/VC management

Success in this role requires close partnership with senior managers of Tier 2 IT Support, leaders across the wider IT organisation and key business functions such as Information Security & Facilities Management.

You will bring extensive technical expertise coupled with a strong customer focus, excellent data analysis skills and a proven team-building track record. We are looking for a leader with a focus on operational excellence, and passion that is contagious!

Description:

• Attracts and empowers highly engaged, passionate, diverse, driven talent, leading and inspiring our globally distributed Service & Support function
• Transformative leader who maintains an evergreen view of our future state, challenges the status quo, and delivers measurable results against critical initiatives
• Experienced operational leader, driving excellence and continuous improvement within their team and across the organization
• Develops strong operational team structure and actively promotes succession planning
• Actively assumes ownership of new initiatives and showcases steadfast outcomes
• Prepares and presents comprehensive and meaningful reports on Service & Support metrics for senior leadership
• Energetically, passionately, and successfully works across organizational boundaries, collaborating to deliver ‘best in class’ support services
• Creates an environment for teams to innovate, self-improve and implement with urgency and accuracy
• Strong advocate for workplace diversity, equity, and inclusion
• Demonstrates leadership and expertise by identifying and optimizing automated self-service capabilities to drive efficiencies
• Participates in roadmap discussions, identifies key areas for improvement in the support space and incorporates these goals into ongoing & future development initiatives

Essentials:

• Extensive recent experience managing a third-party vendor delivering IT services into an Enterprise environment
• Strong budget management skills
• Proven success in delivering successful IT support at an enterprise scale and developing groundbreaking IT Service Management capabilities
• Experience in researching new and emerging technologies to realize potential value, business fit, operations, and cost efficiencies
• Drive and passion for technology leadership with the ability to excite, mentor, develop and empower team members
• Outstanding verbal/written communication skills with a presentation style that engages a diverse audience
• Effective at working with geographically remote and culturally diverse teams

Preferred:

• Deep technical/business process experience with ITSM toolsets, preferably ServiceNow
• BS or MS degree in Information Technology or Information Security or equivalent experience

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