Leading Associate Vice President - Manager IT Service Management

Internal / External job description

Corporate IT

Head of Unit IT Service & Asset Management (f/m/d)

Full time, Services / Coordination, Level 4 / 3*

Division/Section

Shared Platforms (D) / IT Service management (U)

Field of activity

Corporate IT together with the CTO Area - is driving together the Implementation of ServiceNow for IT Service & Asset Management. This is a multi-year program professionalizing and standardizing the handling of CMDB, Asset Management, ITSM and other processes/activities. The IT SAM Program is pursuing a.o. following goals:

• Deliver a group wide IT Service & Asset Management Platform in the cloud in line with the enterprise architecture
• Replace legacy technology (CRM7) to Cloud native SaaS technology stack
• Drive cultural change form proprietary DBG specific implementation into a SaaS solution

Corporate IT Shared Platforms is driving the transformation roadmap for this topic. For the internal build tasks within the IT Service & Asset management Program and later on in Production we are looking for a Head of Unit.

Your tasks and responsibilities

• Hire, manage and develop a team of Product Owners and Engineers in India.
• Lead, mentor and motivate people to achieve the highest quality and standardization in the implementation of ServiceNow and the attached Data Lake for DBG. Evaluate employees performance.
• Drive, together with the RUN colleagues, the implementation of the Target Operating Model for the Platform in Production and take ownership for the BUILD part in this TOM in Production
• Execute, maintain and improve the operational processes and activities, deliver according to the highest quality and standards, ensuring high service delivery levels, compliance and customer satisfaction.
• Support incident communication, investigation and resolution.
• Manage out of business hours support activities and on-call rotation.
• Manage internal and external audits as well as related findings.
• Ensure strict adherence to corporate processes, standards and policies.
• Ensure that documentation and operational procedures are available and maintained.
• Investigate and implement operations automation where relevant.

1. Required qualifications and skills

• A university degree in Information Technology, electronics, engineering or comparable.
• Strong expertise in Information Technology (12+ years experience)
• Excellent knowledge of ITIL and implementation of ITIL Processes in ServiceNow, including integration to the rest of DBG landscape
• Experience (5+ years) in leading a team of ServiceNow engineers, test automation engineers and product owners caring for people and their personal development
• Very strong customer-oriented mindset and attitude, experience in interacting with both internal and external customers.
• Ability to delegate and to translate general requirements into an action plan and into individual tasks.
• Leadership and networking skills. Very good communication capabilities.
• Very well organized, autonomous, committed to quality, high sense of responsibility and ownership.
• Full proficiency in written and spoken English