Project Manager (ITIL)_2851

Job description

Role: IT Service Management Expert– IF&IS Stability and Operational Excellence

Job Description

Position Overview: The IT Service Management in Stability and Operational Excellence is a critical role within our Infrastructure and Security. This position is responsible for ensuring the stability, reliability, and performance of our IT infrastructure. The role will also focus on identifying opportunities for continuous improvement, implementing best practices, and driving initiatives to enhance service delivery.

Key Responsibilities:

Infrastructure Stability:

Lead quality review of IT changes and  planning  for successful implementation

Identify and implement improvements for stable IT change deployment

Support analysis, creation and implementation of the Infrastructure and Security stability roadmap

Monitor and analyze the performance of IT infrastructure services, including servers, networks, workplace and applications.

Proactively identify and address potential issues to prevent service disruptions.

Collaborate with cross-functional teams to resolve incidents and implement solutions to improve infrastructure stability.

Analyse root cause for major incidents and support development of action plans to prevent recurrence.

Leverage opportunities for  GenAI and automation to improve IT Operations and Monitoring capability.

Continuous Service Improvement:

Identify opportunities for process optimization and service enhancements.

Develop and implement continuous improvement initiatives including opportunities for automation adoption to enhance service delivery and customer satisfaction.

Apply data analytics on operational and service data to measure the effectiveness of improvement initiatives, identify trends and outliers, and make data-driven recommendations.

Stay updated with industry trends and best practices to drive innovation and improvement.

Collaboration and Communication:

Work closely with IT teams, vendors, and stakeholders to ensure seamless service delivery.

Communicate effectively with technical and non-technical stakeholders to provide updates on infrastructure status and improvement initiatives.

Prepare and present reports on infrastructure performance and improvement activities to senior management.

Documentation and Compliance:

Maintain accurate and up-to-date documentation of infrastructure configurations, processes, and procedures.

Ensure compliance with internal policies, standards, and regulatory requirements.

Participate in audits and assessments to ensure adherence to best practices and compliance standards.

Qualifications:

• Bachelor’s degree in business administration, Engineering, or a related field. Master’s degree preferred.
• Extensive experience in process improvement, automation, and quality management, ITIL
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent communication and interpersonal skills for effective collaboration across teams.
• Proficiency in process mapping tools and software, as well as KPI reporting tools.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.

Key Skillset:

• Solid understanding of CPI (Change, incident, problem) and change quality review process.
• Proficient in identifying improvement measures and drive operational improvement measures to ensure IT Stability.
• Ability to work independently and collaborate across multiple teams within IF&IS and with other pillars to drive stability initiative.
• Detail-oriented, well organized and effective communicator.
• Strong data analytics capability — able to gather, clean, and analyse operational data (incidents, changes, monitoring/event data) using tools such as Excel, Power BI, or SQL to surface trends, quantify pain points, build KPI dashboards, and translate insights into stability and improvement actions.
• Strong project planning , coordination and documentation skills.
• Ability to assess service management processes (incident, problem, change) to identify high-impact GenAI and automation use cases, analyse requirements, shape the solution approach, and partner with the automation team to drive implementation and adoption (e.g. intelligent ticket triage, knowledge retrieval, automated RCA drafting, change risk scoring).
• Experience evaluating IT operations workflows to pinpoint repetitive, rules-based, or knowledge-intensive tasks suited for automation or GenAI augmentation — translating findings into clear requirements, defining the target solution with measurable benefits, and working hand-in-hand with the automation team through build, testing, and rollout.
• Familiarity with modern observability and monitoring practices (AIOps, anomaly detection, log/event correlation); able to identify capability gaps, define requirements and success metrics for GenAI-enabled improvements (noise reduction, predictive alerting, incident summarization), and co-deliver them with the automation team from proof-of-concept to production.

Preferred skills:

• Mandatory – Bachelor’s degree, preferably Technology/IT/Infra related.
• Mandatory – Well versed in MS Excel, MS PowerPoint, Statistical tools, Data Analytics & Modelling, Power BI/SQL, RPA, Gen AI
• Strong Communication skills 

Your benefits:

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach