Summary of Position

In a challenging and multicultural environment, we seek a senior ITSM RUN Service Lead to join the Control Tower section.

The ITSM RUN Service Lead will oversee the operational delivery of RUN Incident Management, RUN Problem Management and RUN Change Management.
The role is responsible for ensuring that these operational ITSM practices are executed consistently, effectively and in accordance with established Group policies, controls, service levels and operational standards.
The ITSM RUN Service Lead will have direct responsibility for the RUN Incident Managers, RUN Problem Managers and RUN Change Managers, providing direction, prioritization, coaching and oversight for their day-to-day operational activities.

Key objectives of the position include:
• Provide leadership and operational direction to the RUN Incident, Problem and Change Management teams.
• Ensure effective day-to-day execution of the Incident, Problem and Change Management processes.
• Maintain appropriate coordination and integration between the three RUN practices.
• Monitor operational performance, service quality, process compliance, risks and recurring areas of concern.
• Ensure that major incidents, significant problems, high-risk changes and other critical production activities receive the appropriate level of management attention.
• Identify operational gaps and engage relevant Service Operations, application, infrastructure and business line IT teams to implement corrective actions.
• Provide periodic and on-demand operational reporting to senior management.
• Support process improvements, training, service improvement initiatives and the evolution of ITSM practices in collaboration with the respective Process Managers.
• Act as the operational escalation point for cross-process issues, resource constraints, governance exceptions and significant service management concerns.

Main Responsibilities

Incident Management

• End to end ownership of the Major Incident with the aim to minimize the time to restore.
• Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
• Ensure a systematic process is followed for all Major Incidents from opening to closure.
• Ensure that Incident Managers assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
• Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.