IT Service Management Manager

ppEstablished in 1927, SICPA is a Swiss private technology company that supports the effective governance and long-term prosperity of nations. /p pSICPA sets the pulse of sovereignty, enabling governments to protect their citizens, sovereign assets, and economies. Best known for securing the majority of the world’s banknotes, SICPA operates across five continents. Today, our platform for sovereignty delivers integrated solutions safeguarding revenue mobilisation, natural resources, health, and brand protection as well as digital sovereignty and secure public services. /p h3IT Service Management Manager /h3 pWe are looking for an experiencedb IT Service Management Manager /b to define, operate and manage IT service delivery for SICPA's Private Cloud Operations environment using ITIL service management as the foundation. /p pIn this role, you will embed service management capabilities and ownership within Cloud Operations teams, drive transparency and reporting across operational activities, and contribute to the delivery of governance practices covering change management, disaster recovery, security, business continuity and audit. You will also support the setup of newly established. /p h3ROLE /h3 h3Service Delivery ITSM /h3 ul liDefine and manage IT service delivery for the private cloud, using ITIL service management as the method /li liEmbed service-management ownership and mindset within the Cloud Operations team's existing roles /li liDrive consistent adoption of the company's ITIL processes within the team's roles /li liStrengthen incident and problem management /li /ul h3Governance Reporting /h3 ul liEstablish transparency, evidence and reporting internally first /li liEstablish IT KPIs for the infrastructure and operation, and service KPIs for business reviews /li liEnsure transparency and adherence reporting for the centrally governed domains (security, business continuity, audit) /li /ul h3Stakeholder Management /h3 ul liLead the service relationship with Digital Business Operation team /li liAct as the cloud service provider's interface to the consuming business operations /li liUnderstand and channel hosting requirements; report and review hosting service performance /li liMaintain the service relationship through reporting and reviews /li /ul h3Change Management Operational Resilience /h3 ul liEstablish and embed risk-based change management, owned by the team and aligned to the company process /li liEnsure the required DRP for each solution is planned, conducted, tracked and formally reported /li /ul h3Community JV Support /h3 ul liParticipate in the company-wide IT community, exchanging knowledge on best practices with local IT operations /li liSupport the setup of JV IT organizations /li liAct as main liaison with a new JV's IT team and lead the contribution to its setup /li /ul h3PROFILE /h3 ul liSubstantial IT Service Management and governance experience, with a track record of establishing and embedding practice within an operational team /li liExperience defining IT service delivery / operating models /li liExperience in a data center, cloud, hosting or infrastructure-provider environment /li liExperience leading an operational or engineering team's adoption and ownership of service management /li liExperience defining IT KPIs and service reporting for an infrastructure or service operation /li liProven ability to lead and coordinate cross-team initiatives /li liSeniority to engage operational leadership and business stakeholders as a credible peer /li liStrong working knowledge of ITIL; ITIL qualification expected /li liUnderstanding of cloud and modern infrastructure operations, and how service management integrates with them /li liAbility to design KPI frameworks and service reporting for both operational and business audiences /li liInfluence without direct authority -drives adoption through credibility and collaboration, not line control /li liCredibility with engineers - earns technical teams' respect and works with their culture /li liDiplomacy and stakeholder management across organizational boundaries /li liFluent in English and French /li /ul h3WHY JOIN US? /h3 ul liJoin a global leader in trust technologies with a mission that matters /li liBe at the strategic heart of a financially sound and innovation-driven company /li liCollaborate with high-level experts and work on impactful international projects /li liOperate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged /li /ul /p #J-18808-Ljbffr