Head of Service Management
Job Description
Position: Techno-Functional Service Management Consultant
Objective:
Seeking a seasoned Service Management Consultant with deep techno-functional expertise to drive a comprehensive service management transformation. The consultant will establish service management architectures, coach staff on best practices, and lead strategic implementations across a global, multi-functional environment.
Key Responsibilities:
- Service Management Architecture & Strategy
Design and establish a robust service management function, including architecture, pipeline, and operational structure.
Collaborate with leadership to define strategic goals and operationalize service management best practices across the organization.- Implementation & Execution
Lead the hands-on implementation of service management frameworks (e.g., ITIL) without a primary focus on specific tools.
Develop and apply service delivery, service transition, and continual improvement practices tailored to global standards.
Act as an escalation point for issues in service management deployments, resolving technical and functional challenges as they arise.- Coaching, Mentoring, and Training
Provide targeted coaching and mentorship to internal teams, enhancing understanding and adoption of service management principles.
Conduct workshops and training sessions to upskill team members, focusing on practical application of service management concepts in daily operations.
Create customized materials (case studies, examples) to illustrate real-world applications and ensure knowledge retention.- Global Standards Compliance
Ensure service management practices align with international standards and are adaptable across diverse regional markets.
Tailor processes to suit varying market requirements, including those of non-domestic markets, while adhering to global best practices.- Stakeholder Collaboration
Engage with stakeholders across functional areas and regions to align service management activities with organizational goals.
Participate in cross-functional and customer-facing meetings, representing service management in a consulting capacity and supporting business stakeholders.- Hybrid Engagement Model
Operate in a hybrid model, providing both on-site and virtual support as project needs dictate.
Be available for both scheduled and ad hoc interactions with internal and external stakeholders.
Required Skills & Experience:
10+ years of experience in service management, with a strong balance of technical and functional expertise.
Demonstrated success in designing, implementing, and optimizing service management architectures and operational pipelines.
Proficient in ITIL frameworks and service management methodologies; specific tool expertise (ServiceNow, JIRA) is helpful but not required.
Proven coaching and mentoring skills, with experience training teams in service management principles and practices.
Experience with large-scale, global projects, and knowledge of adapting service management practices across different markets.
Strong communication and stakeholder engagement abilities, capable of presenting to both technical and non-technical audiences.