At SIE, the IT Service & Support function is critical to enabling smooth business operations, productivity, and customer satisfaction. This is a hands-on leadership role with a unique set of challenges and huge opportunities to develop and mature the operation as it continues to globalize.

As a leader in the IT S&S space, you are responsible for championing a vision that aligns with, and further enables SIE’s growth. Your principal responsibilities include:

  • Development of a strategic approach to IT engagement across the Americas and Europe
  • Implementation of a global ITSM capability, coordinating IT managers across regions
  • Driving transformational changes to IT Support capabilities to increase data-driven automation and self-service solutions

This highly collaborative leadership role includes working with a globally distributed team to understand the requirements of our internal customers and deliver flexible solutions to support changing business needs. You have the opportunity to develop:

  • Direction and management of Tier 1 support
  • Service level agreements (SLAs) and key performance indicators to assess performance against established benchmarks
  • Introduce technology solutions that reduce the dependency on Tier 1 services
  • Business ownership of the ITSM toolset, aligning development to strategic direction
  • Service Transition and Knowledge Management
  • Hardware and software asset management
  • On/offboarding, IT inductions, Walk-Up Desk and meeting room support
  • Shared responsibility for event support and AV/VC management

Success in this role requires close partnership with senior managers of Tier 2 IT Support, leaders across the wider IT organisation and key business functions such as Information Security & Facilities Management.

You will bring extensive technical expertise coupled with a strong customer focus, excellent data analysis skills and a proven team-building track record. We are looking for a leader with a focus on operational excellence, and passion that is contagious!


  • Attracts and empowers highly engaged, passionate, diverse, driven talent, leading and inspiring our globally distributed Service & Support function
  • Transformative leader who maintains an evergreen view of our future state, challenges the status quo, and delivers measurable results against critical initiatives
  • Experienced operational leader, driving excellence and continuous improvement within their team and across the organization
  • Develops strong operational team structure and actively promotes succession planning
  • Actively assumes ownership of new initiatives and showcases steadfast outcomes
  • Prepares and presents comprehensive and meaningful reports on Service & Support metrics for senior leadership
  • Energetically, passionately, and successfully works across organizational boundaries, collaborating to deliver ‘best in class’ support services
  • Creates an environment for teams to innovate, self-improve and implement with urgency and accuracy
  • Strong advocate for workplace diversity, equity, and inclusion
  • Demonstrates leadership and expertise by identifying and optimizing automated self-service capabilities to drive efficiencies
  • Participates in roadmap discussions, identifies key areas for improvement in the support space and incorporates these goals into ongoing & future development initiatives


  • Extensive recent experience managing a third-party vendor delivering IT services into an Enterprise environment
  • Strong budget management skills
  • Proven success in delivering successful IT support at an enterprise scale and developing groundbreaking IT Service Management capabilities
  • Experience in researching new and emerging technologies to realize potential value, business fit, operations, and cost efficiencies
  • Drive and passion for technology leadership with the ability to excite, mentor, develop and empower team members
  • Outstanding verbal/written communication skills with a presentation style that engages a diverse audience
  • Effective at working with geographically remote and culturally diverse teams


  • Deep technical/business process experience with ITSM toolsets, preferably ServiceNow
  • BS or MS degree in Information Technology or Information Security or equivalent experience


#J-18808-Ljbffr Recommended Skills

  • Business Process Improvement
  • Business Processes
  • Business Requirements
  • Communication
  • Cultural Diversity
  • Customer Satisfaction

Tagged as: Automation, Business Operations, Coordinating, Customer Satisfaction, Data Analysis, Indicators, Knowledge Management, Leadership, Management, Operational Excellence, Service Level, Succession Planning

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