Global IT Service Management Director |ITSM

Job title: Global IT Service Management Director |ITSM

Company: Grafton


Job description: We are looking for a new ITSM Director to join our international team, who will be responsible for enforcing procedures and managing the process development team.Be the mastermind behind seamless service delivery, driving innovation and operational excellence across IT landscapes. ️And what will you do on a daily basis, what will be your global purpose?Steer the Vision & Execution of Service Management ExcellenceCraft and drive a comprehensive strategy that accelerates the uptake of IT service management and operational best practices across both on-premise and cloud platforms. ️Lead, Inspire, and Empower TeamsSpearhead a dynamic team of experts dedicated to transforming services, managing performance metrics, and optimizing reporting frameworks. Define clear roles and set ambitious goals to foster accountability and growth.Catalyze IT Service TransformationChampion and embed the core pillars of ITSM-Incident, Problem, Change, Request, Knowledge Management, CMDB, and beyond-highlighting their value to elevate organizational agility and service quality. ️Build & Broadcast the Service CatalogOwn the creation, maintenance, and promotion of a comprehensive service catalog, ensuring services are clearly defined, accessible, and aligned with business needs.️ Strategize & Oversee Tools, Monitoring, and ProcessesDevelop and implement forward-looking strategies for service management tools, monitoring, and logging, weaving them seamlessly into the IT fabric. Ensure SLAs and OLAs are rigorously defined, published, and upheld by internal teams and external partners alike.Drive Continuous Improvement Through Insightful AnalyticsEstablish robust performance indicators, regularly analyze trends, and communicate insights to leadership-fueling an ongoing cycle of service enhancement and process maturity.Provide Tactical and Strategic GuidanceOffer well-grounded recommendations based on ITSM KPIs, steering both day-to-day operations and long-term initiatives with clarity and purpose.Mentor and Develop Future LeadersGuide service and process managers in mastering ITSM frameworks, fostering a culture of learning, accountability, and innovation.Manage Budgets and Forecast with PrecisionOversee financial planning within the department, ensuring resources are allocated efficiently and forecasts are aligned with organizational objectives.Ensure Readiness & ResponsivenessOccasionally take on on-call responsibilities to maintain operational continuity and respond swiftly to critical incidents.NABÍZÍME

• Flexible working hours (fix hours between 10 – 16h)
• Occasional work from home
• 5 weeks of vacation
• 5 sick days
• Cafeteria 4 000 CZK/month (in trial period 1 500 CZK/month)
• Meal vouchers – 100 CZK
• Contributions to accident and life insurance
• Contributions to pension (3% from sallary)
• Contribution to courses and development
• Refreshments on workplace (fruit and very good coffee)
• Corporate events

POŽADUJEMEWhat do we expect from you?️ In compliance with Czech labour regulations, a valid work permit is mandatory.Advanced education: preferably a Master’s degree in Computer Science or a related discipline, paired with at least six years of proven hands-on experience in IT Service Management (ITSM) and/or IT domains.OR Alternatively, a Bachelor’s degree with eight or more years of relevant experience is also valued. Equivalent blends of education, training, and practical expertise are considered.Mastery of the ITIL framework, with a strong track record of steering both transformational projects and steady-state Service Management operations.Demonstrated leadership in driving process enhancements and managing organizational change initiatives that positively impact business outcomes.Deep experience and accountability for delivering outstanding customer service and contact center operations, alongside building next-gen capabilities.️ Familiarity with ServiceNow, showcasing technical proficiency within modern ITSM toolsets.DALŠÍ POŽADAVKY

• angličtina (C1 – aktivně)

Send us your CV in English and Czech if you have one. For more related job opportunities visit https://www.grafton.cz/en/job-search

Expected salary:

Location: Praha

Job date: Fri, 08 Aug 2025 23:19:03 GMT

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