IT Service Management Manager

Established in 1927, SICPA is a Swiss private technology company that supports the effective governance and long-term prosperity of nations.

SICPA sets the pulse of sovereignty, enabling governments to protect their citizens, sovereign assets, and economies. Best known for securing the majority of the world’s banknotes, SICPA operates across five continents. Today, our platform for sovereignty delivers integrated solutions safeguarding revenue mobilisation, natural resources, health, and brand protection as well as digital sovereignty and secure public services. 

IT Service Management Manager

We are looking for an experienced IT Service Management Manager to define, operate and manage IT service delivery for SICPA's Private Cloud Operations environment using ITIL service management as the foundation.

In this role, you will embed service management capabilities and ownership within Cloud Operations teams, drive transparency and reporting across operational activities, and contribute to the delivery of governance practices covering change management, disaster recovery, security, business continuity and audit. You will also support the setup of newly established.

ROLE

Service Delivery & ITSM
•  Define and manage IT service delivery for the private cloud, using ITIL service management as the method
•  Embed service-management ownership and mindset within the Cloud Operations team's existing roles
•  Drive consistent adoption of the company's ITIL processes within the team's roles
•  Strengthen incident and problem management

Governance & Reporting
•  Establish transparency, evidence and reporting internally first
•  Establish IT KPIs for the infrastructure and operation, and service KPIs for business reviews
•  Ensure transparency and adherence reporting for the centrally governed domains (security, business continuity, audit)

Stakeholder Management
•  Lead the service relationship with Digital Business Operation team
•  Act as the cloud service provider's interface to the consuming business operations
•  Understand and channel hosting requirements; report and review hosting service performance
•  Maintain the service relationship through reporting and reviews

Change Management & Operational Resilience
•  Establish and embed risk-based change management, owned by the team and aligned to the company process
•  Ensure the required DRP for each solution is planned, conducted, tracked and formally reported

Community & JV Support
•  Participate in the company-wide IT community, exchanging knowledge on best practices with local IT operations
•  Support the setup of JV IT organizations
•  Act as main liaison with a new JV's IT team and lead the contribution to its setup

PROFILE•  Substantial IT Service Management and governance experience, with a track record of establishing and embedding practice within an operational team•  Experience defining IT service delivery / operating models•  Experience in a data center, cloud, hosting or infrastructure-provider environment•  Experience leading an operational or engineering team's adoption and ownership of service management•  Experience defining IT KPIs and service reporting for an infrastructure or service operation•  Proven ability to lead and coordinate cross-team initiatives•  Seniority to engage operational leadership and business stakeholders as a credible peer •  Strong working knowledge of ITIL; ITIL qualification expected•  Understanding of cloud and modern infrastructure operations, and how service management integrates with them•  Ability to design KPI frameworks and service reporting for both operational and business audiences•  Influence without direct authority - drives adoption through credibility and collaboration, not line control•  Credibility with engineers - earns technical teams' respect and works with their culture•  Diplomacy and stakeholder management across organizational boundaries•  Fluent in English and French 

WHY JOIN US?

•  Join a global leader in trust technologies with a mission that matters•  Be at the strategic heart of a financially sound and innovation-driven company•  Collaborate with high-level experts and work on impactful international projects•  Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged