Head of IT Service Management

The Head of IT Service Management is responsible for managing the execution and performance of IT Service Management (ITSM) processes to ensure efficient service delivery and continuous improvement. This role oversees ITSM process execution teams, ensuring adherence to ITIL standards, driving operational excellence, and aligning service management activities with business objectives.  This includes ensuring both internal or external to Adecco are involved and aligned with the processes and methods.  This role works closely with the Service Integration Manager, Process Owners, and IT Operations teams to deliver seamless IT services

Service Management Oversight: Lead and manage the day-to-day execution of IT processes including but not limited to Incident, Problem, Change, Request, and Service Transition across departments, ensuring alignment with organizational goals. Define, document, refine and automate IT process workflows to optimize efficiency and accuracy.

Strategy and Planning: Develop strategies to enhance IT process execution, focusing on automation, scalability, and sustainability. Identify gaps in current processes and working with the Process Owners, design solutions to address inefficiencies.

Team Management: Manage a team of IT professionals, providing guidance, mentoring, and professional development opportunities. Ensure the team adheres to best practices and maintains a high level of performance.

Stakeholder Collaboration: Work closely with the business units to understand requirements and ensure IT processes support business needs. Function as the liaison between IT, suppliers, and other departments to promote seamless process integration and delivery.  Work closely with the Service Integration Manager to ensure smooth handoffs and coordination across teams. 

Process Optimization and Continual Improvement:  Collaborate with ITSM Process Owners to identify and implement process improvements.  Drive automation initiatives to reduce manual work and enhance process efficiency. 

Support the Contract owners in Service Level Agreement negotiations with customers and ensure Operational Level Agreements are appropriate and integrate effectively across the service lifecycle

Knowledge - Define effective KMS strategy to support ITSM and Production operations.  Ensure audit and meta search capability exists to optimise searching and storage of all Production collateral

Performance Monitoring and Reporting: Establish key performance indicators (KPIs) and metrics to track process effectiveness. Provide regular reports on IT process execution to senior leadership, highlighting successes and areas for improvement. Establish continuous improvement initiatives with detailed implementation plans.

Risk and Compliance Management: Ensure all IT processes comply with relevant regulations, standards, and policies. Proactively identify and mitigate risks associated with IT process execution.

Technology Implementation: Evaluate and implement tools and technologies to improve process automation and management. Stay updated on industry trends and recommend relevant innovations.

Work Experience

• Minimum 5 years' higher education in IT
• Minimum 3 – 5 years’ experience in a similar position
• Sound knowledge & experience of Process, Supplier, Contract and Business Relationship Management & Governance, KPI’s & SLA’s
• E2E understanding of the Service Management eco-system.
• Skilled in holistic process mapping
• Excellent communication skills
• Good presentation skills
• Good Team and Stakeholder Management
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense

Education

• University Degree preferably in a technical subject or any comparable education
• ITIL 3 foundation (Minimum)
• ITIL 3 Practitioner / ITIL 4 foundation (preferred)

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.

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.

Posting date: 13-03-2025