Group lead IT Service Management

Job Title

Job Description

Do you thrive on leading people driving service excellence and delivering measurable outcomes in complex IT and OT environments

About the role

Were growing our IT Service Management capability that underpins missioncritical automated warehouse solutions for global customers. As Group Lead youll own the people leadership delivery governance and continuous improvement of a highimpact team of IT Service Delivery Managers and Service Solution Architectsensuring reliable services smooth transitions and measurable outcomes for our customers. This team works across IT and OT domains aligning services to customer business objectives and the performance of Material Handling Systems and IACS resources.

What youll do

• Lead & grow the team: hire onboard coach and develop IT Service Delivery Managers and Service Solution Architects; build a strong community of practice clear career paths and succession plans.
• Own service delivery performance: govern SLAs incident/problem/change processes and improvement roadmaps; drive lifecycle planning (from plan & deploy to operate & retire) with clear responsibilities and handshakes across Sales Delivery Operations and Support.
• Operational excellence & reporting: establish and improve a KPI frameworks and cadence; to monitor service health steer on contract compliance and support the organisation in the transition towards a true IT/OT service provider.
• Architecture & solution ownership: with Service Solution Architects define standards reference designs and service takeover criteria; safeguard product/platform requirement compliance in the Life Cycle towards the customer demand Safeguard the change processes according to ITIL for customers.
• Customer & stakeholder management be the senior point of contact for escalations; align with Service Sales Service Contract Management Technology and Operations on delivery quality roadmaps; represent service capabilities and the development of new services.
• Process & tooling maturity: Safeguard standardization of service descriptions ways of working and tooling adoption the organisation and customers enabling a growth and professional service delivery towards the warehouse customers.
  

What you bring

• Bachelors degree preferably in Information Technology Computer Science Engineering or a related field
• Proven leadership (5Years) of ITSM/Service Delivery teams in complex customerfacing environments (IT/OT).
• Deep knowledge of ITIL practices (Incident Problem Change) SLA management and governance.
• Experience with lifecycle planning and transitionin/out services for industrial automation/warehouse systems.
• Fluency in English and excellent stakeholder communication across technical and business domains.
• Comfortable working with tools like Power BI Maximo Excel
• Ability to balance standardization with customerspecific situations and needs and to lead through influence across matrixed teams.
• Knowledge of industry-specific regulations and standards (e.g. ISO NIST IEC)
• Certifications such as PMP ITIL or similar are desirable
• Willigness to travel 20% (domestic & international) aligned to customer governance and key milestones.
  

Nice to have

• Exposure to sharedresponsibility service models and RACI matrices for multiparty environments.
• Experience in presales scoping and shaping IT/OT service deliverables with clear takeover criteria.
  

Why join

• Shape a core capability that directly impacts uptime and performance for our leading brand worldwide.
• Work with experts across Service Technology Delivery and Operations to raise the bar on IT/OT services.
• Competitive package with growth opportunities

Your Department

Within Vanderlande the BU Warehousing is active throughout the world and you are part of the IT and Remote Services department. The department consists of IT service consultancy IT architecture IT project management IT service management and Test and deployment Managers and Engineers who work together to make sure IT systems and services are fit-for-purpose and available around the clock for our customers to use.

Our customers are increasingly recognizing the importance of IT services throughout the life cycle of a system. Our Material handling solutions are evolving in size and complexity increasingly productized and becoming more modular on all levels (equipment software and IT hardware) which leads to a growing importance of our IT services.

What do we offer

At Vanderlande you will have the opportunity to truly make an impact within a high-tech international organization that is constantly evolving. You will work alongside driven professionals and have the freedom to apply and further develop your vision and leadership. We offer a competitive salary aligned with your experience and expertise.

On top of that we offer:

• 40 days of annual leave (20 statutory 20 through a flexible budget)

• Hybrid working: 40% from home 60% in the office

• Flexible working hours and an extensive Health & Wellbeing budget (300 per year)

• Full reimbursement of public transport commuting costs pension scheme and discounts on supplementary health insurance

• Modern facilities: on-site fitness physiotherapy and ergonomics services

• Plenty of development opportunities through the Vanderlande Academy

• Networking and community events within Vanderlande
  

Interested in the position

Apply now! You can upload your CV and cover letter. For more information about this vacancy please contact our recruiter Anissa Bejaoui.

Background screening
For this position it is possible that a background screening will be conducted. This screening can include checks such as verification of identity qualifications or other relevant records which may include criminal background or sanctions list checks in accordance with our internal policies and applicable laws. Any job offer may be extended under the condition that the screening does not give reason to reconsider the hiring decision. Candidates will always be informed about the process and their rights before any screening is initiated.

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regards to race religion color national origin gender sexual orientation age marital status or disability status.