Global Head of Service Management

The Adecco Group is the world's leading HR solutions company. We believe in making the future work for everyone, and every day empower 3.5 million careers. We inspire, skill, develop and hire in 60 countries, enabling individuals and organizations to embrace the future of work. As a Fortune Global 500 company, we lead by example, creating shared value that meets social needs while driving business innovation. Our culture of inclusivity, fairness and teamwork empowers individuals and organisations, fuels economies, and builds better societies. These values resonate with our employees, who have voted us a Great Place to Work® - World's Best Workplaces for the past four consecutive years.

The Adecco Group is based in Zurich, Switzerland. Adecco Group AG is registered in Switzerland (ISIN: CH0012138605) and listed on the SIX Swiss Exchange (ADEN). The group is powered by eight lead brands :  Adecco, Modis, Badenoch + Clark, Spring Professional, Lee Hecht Harrison, Pontoon, Adia and General Assembly. General Assembly.

The Global Head of Service Management will be responsible for the facilitation and governance of the Service Management function reporting directly to the Global Head of Service Support, Operations & Engineering in Adecco.

The Service Management function is responsible for the efficiency and effectiveness of Processes and Procedures related to services being delivered and for the continuous Service Improvement. It also ensures that services and solutions run smoothly and in adhesion to appropriate SLAs, providing the best possible service to the customer.

Working within the Global IT Service Support, Operations & Engineering unit of Adecco, this role offers an exciting opportunity to join one of the world's best workplaces, demonstrate your skills, establish capabilities to deliver substantial value and manage risk across a global landscape.

• The Global Head of Service Management will act as the primary interface between Customers, Projects, third-party providers and key stakeholders, ensuring that everyone understands the service and how to consume it. Making processes, procedures and information available and comprehended by the organization to successfully support the services.
• The ideal candidate will possess ITIL qualifications, and be capable of working in high pressure, challenging environments
• To be accountable for day-to-day management activities of Service Management function
• To be point of escalation for Service Management issues
• To drive operational excellence and long-term strategy of Service Management
• To ensure that an adequate Service Management and Governance capability exists
• To drive relationship with multiple stakeholders and third-party suppliers to ensure successful delivery of IT Services.
• Represent Adecco in the Continuous Service Improvement lifecycle; improve areas where expected, agree improvement plan with internal Teams
• To manage Business Solution Experts and Partners as needed to ensure the solutions are fully integrated and designed according to specifications and Group policies
• Ensure consistency and synergies across designs and solutions (with support from Governance team)
• Facilitate the onboarding of new digital products, applications and services within IT Production with the required agility where appropriate. 
• Establish career development plans, training for direct reports and provide appropriate mentoring and coaching in line with HR principles. Conduct timely annual and interim performance reviews and set objectives to cultivate a culture of high performance. Ensure that the team develops requisite level of customer and technical knowledge to effectively manage relations with Adecco internal customers.
• The Service Management function is consistently looking to review and improve its current ways of working and along with transformation programs, this is a fantastic opportunity to contribute to an evolving organization, ensuring best practice processes are adopted and Service Management tooling fits the teams and IT’s requirements.
• Travel Requirement:Regular (20-50%)
• KPIs:

Voice of customer Validate and approve Business Cases for new and/or existing digital products

• Extensive experience in both IT Operations, Service Management (10+years) and leadership roles (e.g., IT Ops/Production) – preferably in agile, flexible setups.
• Track record of leading and coaching high performance customer-oriented teams and driving change.
• Strong communication capabilities and excellent interpersonal and organizational skills – can represent the function within the leadership group as well to other internal and external stakeholders.
• Solid background in IT operations and Service Management, proven experience as a Team Lead within Global Companies.
• Knowledge of current technology concepts and latest industry trends.
• Strong understanding of Adecco business organization, business processes and corporate culture
• Strong analytical, assessment and problem-solving skills.
• Strong sense of ownership.
• University degree preferably in a technical subject or any comparable education
• IT Service Management tools experience (ServiceNow, STAT, etc)
• ITIL V3 Certification
• IT Standards, Procedures, and Policies
• English fluent, any additional language is an asset

This job advert is posted by Adecco Group AG with registered address at Bellerivestrasse 30, 8008 Zürich, Switzerland.   www.adeccogroup.com