Head of ITSM | Pharma | Hybrid

• Opportunity to lead the ITSM Team.
• Be part of a growing technology hub.

Sobre o nosso cliente

Our client is a Pharmaceutical company.

Descrição

• Own the enterprise design, documentation and governance of the Request Fulfilment and Knowledge Management processes, ensuring they are practical, globally consistent, ITIL-aligned and embedded into the D&T operating model;
• Lead the ITSM Enterprise Process Owner team, providing line management, coaching, workload prioritisation, performance feedback and capability development to ensure consistent process ownership across the ITSM lifecycle;
• Define and maintain request catalogue standards, request models, fulfilment workflows, approval routes, ownership rules, service levels, controls, reporting and escalation paths across client's services and MSP delivery partners;
• Define and govern knowledge management standards, article templates, ownership, review cycles, publication criteria, audience controls, retirement processes and quality measures to improve self-service, resolver productivity and service transition outcomes;
• Monitor request and knowledge records to ensure adequate information, ownership, evidence, follow-up and compliance with agreed procedures, standards and audit-sensitive requirements;
• Analyse request demand, fulfilment performance, backlog health, knowledge usage, knowledge gaps, user feedback and recurring support themes to prioritise process improvement, automation, deflection and service catalogue optimisation;
• Partner with Service Delivery Managers, Product Managers, Architects, Engineers, Cyber, GRC, regional/site teams and suppliers to embed adoption, resolve cross-functional process issues and ensure request and knowledge practices support stable global operations;
• Provide process expertise and constructive challenge during ServiceNow design, supplier mobilisation, service transition, new service onboarding, hypercare and operational readiness reviews, ensuring mandatory request models, runbooks and knowledge articles are in place before go-live;
• Establish and facilitate ITSM EPO governance forums, process retrospectives and improvement reviews, ensuring actions are prioritised, owned, delivered and sustained across the wider process owner community;
• Collaborate with suppliers to ensure contractual process obligations, SLA/OLA performance, operational handoffs, knowledge transfer and reporting requirements are understood, embedded and continuously improved.

Perfil ideal

• Degree-level education or equivalent professional experience in technology, service management, operations, business process management or a related discipline;
• ITIL Foundation or equivalent service management experience required;
• ITIL Managing Professional, ITIL Practice Manager, COBIT, SIAM, Lean Six Sigma or process improvement certification desirable but not essential;
• Strong working knowledge of ITSM and ITIL practices, with deep practical understanding of Request Fulfilment, Service Catalogue Management and Knowledge Management;
• Understanding of request models, fulfilment workflows, approval routing, knowledge article lifecycle, knowledge quality controls, self-service adoption, ServiceNow-enabled workflows, reporting and continual improvement;
• Broad understanding of adjacent ITSM processes including incident, problem, change enablement, service level management, CMDB, service transition and continual improvement, together with global service delivery models, managed services, supplier governance and matrix operating structures;
• Awareness of regulated technology environments, including GxP, SOx, ITGC, cybersecurity, audit evidence, data integrity and operational resilience expectations;
• Able to lead and develop a specialist team, setting priorities, coaching others, managing performance and building consistent process ownership capability;
• Strong process design, facilitation, governance, analytical and problem-solving skills, with the ability to translate operational data, user demand, knowledge gaps and supplier performance insight into practical improvement roadmaps;
• Able to influence senior stakeholders, process practitioners, technical teams and suppliers in a matrix environment, communicate clearly with technical and non-technical audiences, constructively challenge inconsistent adoption and deliver difficult messages with clarity and diplomacy.

Vantagens

• Perm contract;
• Hybrid work.