Head of Service Support
Mexico City, MexicoKuala Lumpur, Malaysia Apply for Role
The Head of Service Support is accountable for Incident, Problem, and Request Management. Including the strategic design, governance, implementation, adoption and continuous improvement of these core IT service management processes across the organization. This role ensures the processes are standardized, effective, and aligned with the organization's strategic goals to deliver high-quality IT services globally.
What you’ll be doingProcess Ownership and Strategy: Own and maintain the end-to-end Incident, Problem, and Request Management processes, ensuring they are clearly defined, documented, and accessible. Develop and maintain the global process strategy, aligning with organizational goals and ITIL best practices. Drive consistency and standardization of processes across regions, ensuring compliance with regulatory requirements and company policies.
Governance and Compliance: Establish and maintain a governance framework for process adherence, monitoring compliance across all regions and business units. Define key process metrics and KPIs to measure performance, reporting to senior leadership regularly. Collaborate with internal audit and risk teams to ensure compliance with ITSM standards and regulatory requirements.
Continuous Improvement: Lead initiatives to continuously improve process efficiency and effectiveness, leveraging data-driven insights. Analyse process performance data to identify trends, root causes of inefficiencies, and opportunities for optimization. Foster a culture of continuous learning and feedback to adapt processes to changing business needs.
Stakeholder Engagement: Collaborate with IT service teams, business units, and external partners to ensure seamless execution of processes. Act as the primary point of contact for global process issues, escalating critical incidents or problems as needed. Facilitate regular communication and training for stakeholders to promote process adoption and understanding.
Technology Enablement: Work with ITSM platform teams (ServiceNow) to ensure tools and workflows align with process requirements. Stay informed about emerging technologies and best practices, integrating them into the process roadmap when appropriate.
Incident and Problem Management: Ensure rapid resolution of incidents while minimizing business impact. Oversee the problem management lifecycle, including root cause analysis and implementation of preventative measures.
Request Fulfilment: Define, manage the end-to-end request fulfilment process to ensure efficient delivery of IT services.
About you- Minimum 3 years of experience in a related position and having successfully led teams in a previous role
- Proven proficiency in working within an ITIL aligned organisation
- Good technology awareness and ideally experience with ServiceNow
- Advantageous to having been involved in Digital transformation
- English level: expert
Education
- University Degree preferably in a technical subject or any comparable education
- ITIL v3 or V4 certification
It’s an exciting time to be part of our team. At the Adecco Group, our purpose – making the future work for everyone – inspires and connects us all. Through our three global business units (GBU) – Adecco, Akkodis and LHH - we deliver expertise in talent and technology, enabling organizations to succeed and people to thrive.
We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. We embody our core values: Courage, Collaboration, Customer at the Heart, Inclusion, and Passion in everything we do.
Growth and Development
You will have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways, achieving total balance between their jobs and their lives. We offer world-class resources for upskilling and development, satisfying your curiosity while sharing skills, knowledge, and expertise to grow together. Here, you can be yourself, and we aim to build on the attributes that make you, you.
A journey to bring out the best in youA journey to bring out the best in you
We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.
On our career site, you will find some of the key steps you can expect to guide you along the way.
Inclusion
We believe in talent, not labels. We focus on the diverse and unique skills our people bring. Our culture of belonging and purpose ensures everyone can thrive and feel engaged. We are proud to be an Equal Opportunity Employer, committed to equity, equal opportunity, inclusion, and diversity.
Interview Process
Our interview process includes an initial phone screening, followed by a virtual round of interviews with Hiring Manager, HR team and senior leaders. This process helps us understand your fit within our team and allows you to ask questions about the role and our company. If you are a visionary leader with a passion for learning and development, we invite you to join us in making the future work for everyone.
Accommodations
We are committed to providing an inclusive and accessible recruitment process for all candidates. If you require any additional accommodations or support due to a disability or other special circumstances, please let us know by contacting us. We will work with you to ensure your needs are met throughout the hiring process.
Posting date: 28-01-2025
Get to Know Us
We don't tick boxes – we think outside them. At the Adecco Group, we lead the way in enabling organisations to adapt to a changing world of work and ensuring the future employability of people. Our purpose of making the future work for everyone, means we prioritise putting people first, providing autonomy and support to enhance productivity and growth. Every year, our 50,000+ employees worldwide enable millions of people to succeed in the world of work. We upskill and reskill more than half a million people annually, enhancing employability and accelerating careers.
Diversity & Inclusion at The Adecco Group
We are committed to making the future work for everyone. As a people business focused on providing talent solutions and advisory services, we envision a world in which everyone has the chance to participate in the world of work. Our aim is to acknowledge and appreciate diverse perspectives, encouraging inclusive decision-making processes that value each colleague's contributions, skills, experience, and potential. We work actively to create the conditions that support a culture and work environment of belonging, trust, and participation. Our approach to diversity and inclusion is built around several pillars that underpin our work, including structural and conscious inclusion, leadership, and accountability.
Culture
Our "people first" approach means prioritising the wellbeing of our colleagues, always. Employee wellbeing has never been more important, and we continuously work to improve how we support our people to be holistically happy and healthy, no matter what the current climate.
"We aspire to become a benchmark as a top-class employer, by fostering a respectful, inclusive, and healthy environment for all." - Sarah Cheyne - Group VP Talent Experience, Inclusion and People Analytics
Learn more about The Adecco Group
The Adecco Group is the world's leading talent advisory and solutions company. Our powerful purpose is to make the future work for everyone. We build and incubate capabilities in areas where persistent skills shortages exist and connect that talent to organisations to power their success. Our core operations are split into 3 distinct Global Business Units (GBU’s) – Adecco, Akkodis and LHH. With these services we help individuals fulfil and exceed their potential, building employability and connecting people with opportunities.. At the Adecco Group, everyone has a voice and there are extensive opportunities to satisfy your curiosity, share your skills, and take your career in any direction.
Success profile
Are we the right fit for each other? Have a look at the traits we're looking for. (1 Beginner – 10 Expert)
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Putting people first - be that your colleagues, clients or customers10
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Always willing to develop self and learn; you are curious and support a culture of continuous learning in order to evolve professionally8
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Seeks to empower others and collaborate with a collective spirit10
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Engages and connects with others in a meaningful and respectful way to achieve common goals9
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Initiates activities and decision making; perseveres with courage and energy to drive results8
Rewards
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Our Terms of Use, Cookie Policy and Privacy Policy explain how we collect and use information about you and the rights you have. By submitting your information you acknowledge you have read those documents and consent to receive communications and email job alerts from the Adecco Group.