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ITIL & Service Management Expert - Merger Integration Lead

2 months ago

London, Greater London, United Kingdom Amber Labs Full time
Job Description

Job Title: ITIL & Service Management Expert - Merger Integration Lead

Job Type: Fulltime FTC

Company: Amber Labs

Location: Remote (UK and European technology consultancy)

About the Role:

We are seeking an experienced ITIL & Service Management Expert to lead and manage the integration of the service management functions during the merger of two manufacturing companies. This critical role will focus on ensuring a smooth transition by aligning IT service management processes, tools, and teams, with an emphasis on efficiency, consistency, and customer satisfaction.

Key Responsibilities:
  • Service Management Leadership:
    • Lead the development and integration of IT service management strategies between the two merging companies.
    • Ensure service management processes are aligned with ITIL best practices, with a focus on improving operational efficiency and minimizing service disruption.
    • Provide strategic direction for the unified IT Service Management (ITSM) team, aligning goals with organizational objectives.
  • Merge & Transition Planning:
    • Collaborate with leadership from both companies to define the roadmap for IT service integration and establish key milestones.
    • Identify service gaps, redundancies, and opportunities for optimization across both organizations.
    • Ensure seamless integration of IT service desks, incident, change, and problem management processes.
  • Establish Standardized ITIL-Compliant Service Management Processes:
    • Establish standardized ITIL-compliant service management processes across both companies, including Incident Management, Change Management, Problem Management, Service Request, and Configuration Management.
    • Work closely with stakeholders to assess and redesign processes to streamline service delivery post-merger.
  • Tool Consolidation & Implementation:
    • Lead the integration of service management tools and platforms (e.g., ServiceNow, BMC Remedy, etc.), Identify and recommend opportunities to leverage automation and self-service capabilities.
  • Stakeholder Management:
    • Engage with senior leadership, department heads, and other stakeholders to communicate the service integration strategy, ensuring alignment with broader merger goals.
    • Facilitate change management efforts to foster collaboration between IT teams from both companies.
    • Ensure all stakeholders are informed of key milestones, risks, and success metrics.
  • Lead, Mentor, and Develop the IT Service Management Team:
    • Lead, mentor, and develop the IT Service Management team, ensuring they are well-equipped to support the integration and post-merger operations.
  • Risk Management & Compliance:
    • Develop and maintain a risk management strategy to address potential service-related issues that may arise during the merger.
    • Ensure compliance with industry regulations, company policies, and IT security standards throughout the transition process.
  • Performance & Continuous Improvement:
    • Monitor service performance metrics post-merger and implement continuous improvement plans to ensure that service levels meet or exceed agreed-upon expectations.
    • Drive a culture of operational excellence by implementing lessons learned from merger activities into ongoing service delivery operations.
Requirements:
  • Education: Bachelor's degree in IT, Computer Science, or a related field (Master's preferred).
  • Certifications: ITIL v3 or ITIL 4 Expert Certification (or higher). Additional certifications in project management (e.g., PMP, PRINCE2) are a plus.
  • Experience: Proven experience in leading ITIL-based service management functions, ideally within a merger, acquisition, or large-scale transformation project.
  • Skills: Strong background in manufacturing industry IT service management is highly desirable. Experience with ITSM tools like ServiceNow, BMC Remedy, or similar platforms. Exceptional leadership and team management skills, with a focus on mentoring and developing high-performing teams.
  • Personal Qualities: Strong understanding of service management processes and tools, with hands-on experience in process optimization and integration. Ability to manage multiple projects and priorities, delivering results in a fast-paced environment. Excellent communication and stakeholder management skills, with a proven ability to influence at all levels of the organization. Strong problem-solving and analytical skills with a data-driven approach to decision-making.