Global ITSM & Technical Solutions Lead

IN OUR EXPERIENCED TEAM.
INEOS Styrolution is the leading global styrenics supplier, with a focus on styrene monomer, polystyrene, ABS Standard and styrenic specialties. With world-class production facilities and more than 90 years of experience, INEOS Styrolution helps its customers succeed by offering solutions, designed to give them a competitive edge in their markets. At the same time, these innovative and sustainable best-in-class solutions help make the circular economy for styrenics a reality. The company provides styrenic applications for many everyday products across a broad range of industries, including automotive, electronics, household, construction, healthcare, packaging and toys/sports/leisure. In 2021, sales were at 6 billion euros. INEOS Styrolution employs approximately 3,600 people and operates 20 production sites in ten countries.

For any of our Global Office locations
we are looking for a

Global ITSM & Technical Solutions Lead (f/m/d)

Organisational context and job purpose
Management of IT incident processes and escalations as well as ITSM application ServiceNow (maintenance and development, Project Management) with the support teams

Development, implementation, and enforcement of execution of relevant processes also cross-functional and outside the IT in a consulting role
Consults the Board of IT Directors in terms of compliance, process frame works and ITIL
Office based work in one of our Global Office, however, it will require some travel and close collaboration with steering of teams from global locations and at all levels.

Internal influencing factors:
Need to ensure and support 24x7 availability of business critical systems by enabling ServiceNow functionality
Monitor incoming service requests and make sure they handled in a timely manner to minimize interruption of business processes worldwide
Develop, implement, and maintain operational service levels for internal end-user community aligned with external supplier SLA
Support/consult other departments and divisions in process management

External influencing factors:
Management of supplier contractual issues, involvement in new vendor selection processes, creating business cases and proposals
Management of SLA and monthly service reviews, and initiate/drive Continual Service Improvement Planning where necessary with external vendors
Implement, support and consult with external vendors for external application connections to ServiceNow
Responsibilities AND Accountabilities
Manage daily queue monitoring and producing ticket ageing report
Manage daily activities for IT Service & Support Specialist
Monitor, report, and improve Service KPIs for all IT service areas
Monitor and manage Incident Process and SLA’s established with our end users
Manages Projects in application development, contributes in projects of other departments
Ensure integration of ITSM processes amongst resolver teams and drive understanding for these on the customers’ side
Identify potential high impact issues and manage resolution before end users experience impact
Engage and collaborate with cross functional teams and interact with individuals at all levels of management to restore service and reduce incidents
Identify knowledge gaps and create/maintain scripts when needed
Provide appropriate training to customers and support team members
Analyse custom feedback (surveys or escalations) to improve end users experience
Provide reporting and analysis on repetitive incidents impacting the organization; take appropriate action to achieve the global goals in regards of quality and expectations

Manage ServiceNow in regards of maintenance and further development, analyse customer demands, consult, and manage implementation with external vendors (if necessary)

Develop, implement and maintain interfaces to other key applications like SA and HRIS
Skills & Knowledge Required
Education/Experience

Level of Education & Knowledge:
University degree in Business or Computer Information Systems or 10 years of equivalent experience
Experience in ServiceNow administration and development (at least 5 years of relevant work experience preferred)
At least 10 years of experience working in a global Service Organization, where 5 years should be contribution in IT Service Management

Experience in General:
ITIL v3 Foundation Service Support Certificate preferred
ITIL v4 Foundation Bridge Training preferred
ServiceNow System Administrator Certification preferred
Excellent organizational skills with the ability to multitask
Excellent Communication skills in English, verbal and written
Assertive but diplomatic with a strong desire to see things through to completion
Skills/Competencies

Technical skills:
Expert in working with and managing of ServiceNow
Certificate in ServiceNow (advanced) administration preferred
Project management skills (PRINCE 2 Agile Essentials preferred)
Excellence with MS Office (including Word, Excel, and PowerPoint)
Presentation Skills in English
Knowledge in IT Project Management

Competencies, behavorial skills:
100% customer oriented
Excellent interpersonal and communication skills
Excellent in cross-cultural collaboration
Teamwork skills with both internal and external end users
Ability to work effectively in a rapidly changing environment
Strong analytical and problem-solving skills in a multi-vendor environment
Being calm under pressure when managing conflicts
Managerial skills
Excellent standard general management skills and techniques (e.g. presentation, communication etc.) are essential
Highly developed leadership skills to motivate staff to achieve outstanding quality work
Capability to develop and grow staff
Ability plan globally on strategically, as well as on a high detail level
Pronounced problem-solving abilities
High degree of flexibility
Ability to work on several high priority tasks in parallel
Efficient supervision of external employees
Ability to identify and implement new, creative solutions for new issues
mehr...

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