Director of IT Service Management

4 weeks ago


Metropolitan Borough of Solihull, United Kingdom ZF Friedrichshafen AG Full time

We are seeking a seasoned professional to lead our IT Service Management team at ZF Foxconn Chassis Modules. As the Head of IT Service Management, you will be responsible for overseeing the strategic direction and full range of customer service capabilities.

Key Responsibilities:

  1. Define service channels, levels, processes, and standards, and monitor service desk performance.
  2. Champion service culture and customer focus, lead framework development for standards and escalations.
  3. Plan, develop, and lead initiatives, processes, and projects for the design, monitoring, measurement, reporting, and continuous improvement of services and interoperability across the function and wider business.
  4. Define, monitor, and report on service level agreements (SLAs), lead service improvement initiatives to enhance operational efficiency, reduce cost, and improve customer satisfaction.
  5. Deliver high-quality, cost-efficient services by establishing and reviewing operational methodologies and tools, collaborating with business units and suppliers to meet performance targets, and managing disruptions or major amendments with third parties as required.
  6. Lead strategic operational advancements through the integration of technology, automation, and generative AI solutions.

Your Profile:

  1. Experience in leadership of multi-disciplined cross-functional service delivery teams in fast-paced environments.
  2. Driving change including service improvement, culture change, transformation, target operating models, and strategy development.
  3. Understanding of service delivery economics (service costing frameworks) and data-driven service performance management and development.
  4. Experience in people management, staff development, coaching, and successor planning.
  5. A reliable partner in stakeholder management in complex innovative environments.
  6. Knowledge of ITSM frameworks and methodologies, Agile delivery, and product management.

At ZF, we value diversity, equity, and inclusion, and strive to build a culture where inclusiveness is lived and diversity is valued.



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