People are at the center of everything we do at TK Elevator – we work as one team, watch out for each other's safety and share a common vision to keep the world moving.
This is your chance to go beyond and impact the future of urban mobility.
We are looking for talented people who want to start or develop their professional career with us.
With integrated cloud-based solutions such as our MAX platform, we embrace the full potential of digitalization, transforming ourselves into a digitally augmented company to make life easier, more efficient and more comfortable.
Responsibilities: Collaborate with all regional leads to implement best practices and ensure efficiency and effectiveness across their region with global initiatives.
Provide guidance, coaching, and support to regional IT Communicity in all IT global/regional implementation projects to ensure high performance.
Backup assistant for any region that could need support (follow-the-sun).
Oversee the delivery of IT services to meet the needs of global users and stakeholders.
Collaborate with Infosys SIAM team.
Ensure that SLAs and KPIs are defined, monitored, and met consistently across their region.
Manage relationships with internal and external service providers to ensure seamless service delivery.
Develop and implement a Global IT service strategy aligned with the organization's business objectives.
Collaborate with regional stakeholders to understand their requirements and priorities and incorporate feedback into the service strategy.
Continuously monitor and evaluate the performance of IT services to identify areas for improvement.
Lead service improvement initiatives to enhance service quality, reliability, and user satisfaction.
Implement best practices such as ITIL to drive service excellence.
Oversee change and release management processes to minimize disruption to IT services during changes or updates.
Ensure that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability.
Coordinate communication and collaboration between different teams and stakeholders involved in change and release activities.
Manage incident and problem management processes to minimize the impact of IT incidents on business operations.
Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process.
Facilitate timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources.
Conduct RCAs to identify underlying issues and implement corrective actions to prevent recurrence.
Monitor vendor performance and address any issues or concerns proactively.
Develop and implement risk mitigation strategies and controls to safeguard IT assets and data.
Collaborate with internal audit and compliance teams to address audit findings and remediate any non-compliance issues.
Provide leadership, direction, and support to global IT service teams, including managers, analysts, and technical specialists.
Foster a culture of collaboration, innovation, and continuous improvement within the IT service organization.
Train team members to enhance their skills and capabilities.
Develop and maintain an IT Service Management strategy and framework that aligns with business goals.
Ensure that the Service Desk team, internal or vendor ones, provides high-quality customer service, improves user experience, and maintains a positive relationship with stakeholders.
Minimum Requirements: Deep knowledge of ITSM and practical experience in (major) incident management and problem management.
Experience in coordinating technical and non-technical teams to resolve (major) incidents.
Ability to lead and direct the (major) incident response effectively and efficiently.
Experience in crisis management and the ability to make decisions under pressure.
Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
Strong problem-solving and analytical skills, with the ability to identify the root cause of incidents and recommend effective solutions.
Familiarity with ITIL or other industry-standard frameworks for (major) incident management.
Ability to manage and prioritize multiple (major) incidents simultaneously.
Experience in developing and implementing (major) incident management and problem management processes and procedures.
Knowledge of IT infrastructure, applications, and systems.
Experience in managing major incidents that impact multiple systems, applications, or business processes.
Experience in conducting post-incident reviews and developing recommendations for process improvements.
Familiarity with ITIL or other industry-standard frameworks for problem management.
Strong analytical and problem-solving skills, with the ability to apply critical thinking to complex problems.
Experience in conducting trend analysis and identifying recurring issues.
Knowledge and 3+ years of experience working with ITIL best practices (ITIL 3/4 foundation certification will be a plus).
3+ years working in the IT field with high exposure to IT Service Management processes as part of a Global function.
Experience working with IT Service Management tools (ServiceNow experience will be a plus).
Wide knowledge about ServiceNow modules and its configuration (any ServiceNow related certification will be a plus).
Experience working in an international environment.
Be proactive and self-motivated to work in a complex global organization.
Excellent communication skills (English) - verbal and written.
English minimum level: B2.
• Secure job and salary – permanent contract in a technically exciting, stable, and sustainable industry and an attractive compensation package.
• Social benefits and an attractive work calendar.
• Teamwork & safety – an open, transparent, and value-oriented culture.
• Individualized training plan from your very first day.
• TK Elevator is a company with an open, transparent culture that focuses on the people who make it up.
At TKE you will receive frequent feedback, continuous training, and space to contribute your ideas.
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