Service Delivery Expert
2 weeks ago
Amber Labs is seeking an experienced Service Delivery Expert to lead and manage the integration of service management functions during the merger of two manufacturing companies.
Key Responsibilities:- 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.
- 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.
- 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.
- Lead the integration of service management tools and platforms, identifying and recommending opportunities to leverage automation and self-service capabilities.
- Engage with senior leadership, department heads, and other stakeholders to communicate the service integration strategy, ensuring alignment with broader merger goals.
- Foster collaboration between IT teams from both companies, ensuring all stakeholders are informed of key milestones, risks, and success metrics.
- Lead, mentor, and develop the IT Service Management team, ensuring they are well-equipped to support the integration and post-merger operations.
- 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.
- 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.
- 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.
- Proven experience in leading ITIL-based service management functions, ideally within a merger, acquisition, or large-scale transformation project.
- 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.
- 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.
- Change management experience with a focus on cultural integration.
- Experience managing vendor relationships and third-party service providers.
This role at Amber Labs is a FTC position, and all employees are required to meet the Baseline Personnel Security Standard (BPSS). Our Talent Acquisition Team will be in touch to advise you on the next steps.
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