ITSM Process and Support Manager

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron's 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.

The ITSM Process and Support Manager will be part of the ITSM Team, which manages the ITSM platform and processes. Adhering to ITIL best practices and internal governance standards, the ITSM team ensures efficient delivery and continuous improvement of business application, infrastructure, and information security services. Incident, Service Request and Problem Management, among other processes. The ITSM Process and Support Manager works closely with technical and business teams to maintain service stability, minimise disruptions, and ensure user satisfaction. Based on the candidate's background, the practices will be customized, and responsibilities will be assigned for one or more process management areas.

Your Responsibilities

Management of operational ITSM processes including – but not limited to :

Incident Management

• Oversee the end-to-end process of incident handling to ensure timely resolution and restoration of normal service.
• Monitor incident trends, response, and resolution metrics to drive continual improvement.
• Coordinate with support teams to prioritize major incidents and ensure effective escalation and communication.
• Ensure post-incident reviews and root cause analyses are conducted for major incidents.

Service Request Management

Problem Management

Change Enablement

Management of the in-house ITSM application built on Microsoft Power Platform

Stakeholder management and operational excellence

Your Background

Your Benefits

We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com.

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Job Family Group

Information Systems

Skills Required

Power Bi, Slas