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Ideagenis the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think ofIdeagen, think of it as the silent teammatethat'salways working behind the scenes to help those people who make our lives safer and better.
Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.
As the Head of Service Management, you will be responsible for overseeing the entire service management function. This includes developing and implementing service management strategies, ensuring the delivery of high-quality services, and continuously improving our service management processes.
Responsibilities
* Develop and implement the overall service management strategy
* Lead, mentor, and develop a high-performing service management team
* Ensure the effective delivery of services to meet client and stakeholder needs
* Monitor and manage service levels, ensuring compliance with agreed standards and SLAs
* Oversee incident, problem, and change management processes
* Identify and implement innovative solutions to improve service delivery
* Set and monitor performance objectives for the service management team.
* Implement metrics and KPIs to measure service performance.
Skills and Experience
* Extensive experience in service management, preferably in a leadership role
* Strong knowledge of ITIL or other service management frameworks
* Proven track record in developing and implementing service management strategies
* ITIL certification or equivalent
Behaviours:
* Ambitious - Drive, Planning & Execution
* Adventurous - Flexibility, Resilience & Savvy thinking
* Community - Collaboration & Communication
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