Strategic IT service manager
The joy of being responsible for something important... You can experience it too
As the Strategical IT Service Manager at Marel, you will be invaluable to our extensive maturity growth and our focus of lowering our ecological footprint. Because of structures you set up, the service delivery is optimized, and the business feels supported well in its daily operations. You’ll be responsible for maintaining and increasing customer success and satisfaction by
acting as a point of contact, conducting regular meetings to review service performance,
managing requests and complaints,
and proactively identifying threats to agreed service levels
The Service Portfolio Manager takes care of all services globally within IT, not by owning them, but by defining processes around the service delivery and ensuring continual improvement of the service delivery. By creating the Service Portfolio, maintaining the Service Catalogue and Applications, we can optimize business performance.
You know the business and IT stakeholders in several areas and understands the business processes, the services that support these processes and the issues and areas for improvement. It’s your role to support and advise the IT service owners and IT management on how to improve business performance via IT. You will oversee the deliverables and ensures that IT departments are continuously improving their ways of working to address business needs and increase agreed service levels/KPI’s. The goal is to improve the delivery of our IT services and increase the satisfaction of the global business.
Some of the main tasks of this role will be (If space else do not include or include a few)
Facilitate and ensure creation and update of Service catalogue and agree and set up KPI’s with the service owners and management/business. The service delivery manager is the owner of our service catalogue and capable of translating business needs to IT services and vice versa for the purpose of optimizing our service portfolio. Responsible for designing and following up on the process of updating the service catalogue (IT service owners are the action holders to execute the updates).
Mapping and updating the service catalogue and the applications repository – this is including applications used at companies acquired by Marel.
Facilitate definition and onboarding of new services in IT including capturing business expectations and desired support levels in our service catalogue. Alignment and agreement of this with the service owners in Infra, Global business applications, Regional Applications, or local support to ensure clear responsibilities and delivery of service support and operation.
Involvement in integration projects for newly acquired companies to ensure that the IT services are integrated with the Marel IT Service Portfolio
Monitor service performance and ensure service reviews are made as well as proposal plans for how to improve services. Align with IT service owners to ensure they are well informed and taking actions on service improvements.
IT process optimization (mapping, implementation, improvements) and the IT communication activities.
Analyze KPI’s and service evaluation results and propose and manage action plans to make improvements in the services.
Service lifecycle management : Map life cycle stages and propose action plan to the service owners to get and maintain a healthy service portfolio.
Ensuring that systems, procedures, and methodologies are in place and used to support outstanding service delivery.
Stakeholder Management : Keeping IT aligned with the business, maintaining relationships, and identifying important process issues with business and other stakeholders, by for instance analyzing survey results like NPS score and support call feedback. Engage with IT service owners to make improvement plans. This will be done in agreement with IT service owners.
Reviews shadow IT solutions in use and formulate strategies around those.
Frequently align with the Key User community and business panel to gather feedback on current IT services and spot improvement opportunities.
To ensure a close relation with IT service owners and business stakeholders, a location near Boxmeer would be an advantage (but not a pre-requisite) for the applicant, as many of these roles are located there.
Who we are?
We are the kind of people who find purpose in creating things. Our mission is to transform the future of food by creating a world where quality food is produced sustainably and affordably. We’re in the unique position to make it happen
What´s in it for you?
There’s nothing like the feeling you get when you do something worthwhile for a living. That said, coming home knowing you made a difference is just one of the great things you can experience at Marel. You can expect:
Recognition for your achievements
Clear objectives and realistic demands
Access to decision makers and a global network of specialists
Space to explore, learn and continuously build your knowledge
What kind of a person are you?
We encourage each of our 7,000+ employees to bring their unique self to work and aim to make everyone feel valued and free to explore their potential. We’re committed to creating an inclusive culture and welcome new colleagues from all walks of life. You have a:
Knowledge and experience of implementing and working with several methods and standards for information management, requirements analysis, project management, and business process documentation/analysis
Proven ability to look at the "big picture" with the ability to drill down to fine details and prioritize what needs to be done, and ability to switch between tactical and operational level
Ability to understand and organize complex technical information into simple language.
ITIL skilled and educated, understanding the support and delivery processes
Proven ability as a self-starter and to complete projects and achieve results timely in an ambiguous work environment.
Problem solving, analytical and project management skills.
Bachelors or Master’s in information management and auditing, business administration, or computer sciences. Otherwise, suitable combination of formal education and experience.
5-10 years of IT- or IT business consultancy experience, several years in the field of IT Services management
Extensive knowledge of quality client services processes; Knowledge and experience of implementing and working with several methods and standards in the field of process-driven operations ( Cobit, ITIL) as well as methods and standards in the field of ITSM
Experience in and comfort with working in an international work environment
Excellent English skills, both written and verbal
Experience with and comfort working in a multi-cultural, multi-discipline organization is an advantage
Moreover, you will recognize in yourself:
A self-driven person that is great at motivating others into action.
A person that can make the complex simple – good at structures and organizing
We offer
Working at Marel means working at a multinational with many chances to develop yourself, take responsibility and show initiative. We offer an exciting job with a representative base salary, attractive secondary benefits in an international atmosphere that supports the company’s vision, and exhibit Marel’s core values Unity, Innovation and Excellence.
Marel Vision and Values
In partnership with our customers, we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Marel’s core values are Unity, Innovation and Excellence.
Interested?
If you’re looking to join an international company with a great culture, flexible working arrangements, career growth and development opportunities, and you want to experience the feeling of working with technologies others can only read about, don´t hesitate to send us your application via the “Apply” button! Should you have any questions about this position, don’t hesitate to reach out to our IT Talent Acquisition Specialist, Maarten Krepel:
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