Head of Service Management

About the Company

We are a global technology leader with over $13 billion in revenue, employing more than 224,000 individuals across 60 countries. Our expertise spans digital, engineering, cloud, and artificial intelligence, supported by a diverse range of technology services and products. Despite our scale, we maintain a startup mindset focused on innovation and ideas, fueling continuous achievements and impact. We strive to ignite that spark within our employees to help them grow and find fulfillment in their roles.

Role Overview

We are seeking a Head of Service Management based in Dublin, Ireland, to work onsite full-time managing and optimizing service delivery and incident handling.

Key Responsibilities

• Oversee the end-to-end management of all escalated Priority 1 and Priority 2 incidents, including detailed documentation, and collaborate with Problem Management teams for root cause analysis until resolution.
• Work closely with incident resolution teams and coordinate processes linked to Major Incident Management.
• Serve as the main point of contact for all escalations on the Service Management Dashboard.
• Announce, coordinate, and communicate updates for all P1 and P2 incidents.
• Evaluate business impact and validate incident priorities with account and business stakeholders.
• Track, monitor, and escalate incidents to ensure swift resolution, ensuring compliance with stringent service level agreements for availability.
• Drive improvements in Major and Incident Management processes to streamline operations.
• Plan, propose, communicate, and track service recovery actions and timelines.
• Integrate incident management with problem and change management for seamless service delivery.
• Identify root cause owners and support problem management with incident details.
• Coordinate and support major change and migration activities.
• Collaborate with vendors to facilitate support and service restoration.
• Continuously assess business impact until service is fully restored.
• Identify gaps in processes and coordinate with other process owners to enhance service management effectiveness within the business management system.

Operations and Team Leadership

• Conduct biweekly service management operations team meetings and daily team huddles with incident managers.
• Participate in internal and customer daily operations calls to discuss major issues and coordinate assistance.
• Monitor service management mailbox communications to maintain smooth operations.
• Manage team logistics including shift schedules, leave, and permissions to ensure efficient service management.
• Prepare and review communications and executive summaries for all major incidents impacting the account.
• Generate weekly reports highlighting tickets managed, significant events, and support needed.
• Compile and share business-critical incident impact reports with stakeholders.
• Conduct audits on major incidents to ensure compliance with established processes.
• Maintain and update the escalation matrix monthly.
• Collaborate with resolver teams during incidents to ensure timely attention and action.
• Keep the Service Management Operations RUN Book, processes, templates, and contact lists updated with version control.
• Participate in cross-process coordination calls with owners of change, problem, configuration management database, and service level management processes.