HQ IT Operations & Service Management Officer

HQ IT Operations & Service Management Officer at SHV Energy

The candidate will manage and integrate outsourced IT services, including Service Integration and Management (SIAM), Global Information Technology Service Management (ITSM) and Head Office general IT operations. This role is essential for ensuring efficient IT service delivery, enhancing system performance, and supporting business objectives through strategic technology solutions. The position involves improving the performance of IT services, aligning technology initiatives with organizational goals, and providing leadership in IT management. By overseeing these critical areas, the role contributes to the overall success and technological advancement of the organization.

Key Responsibilities:

1). SIAM

• Measuring services end-to-end: Ensuring comprehensive performance metrics for all services

• Managing relationships and collaboration: Facilitating effective communication and cooperation between service towers and providers

• Defining standardization and modularization: Establishing clear standards and modular processes

• Establishing SLAs and performance measures: Setting and monitoring service level agreements and performance indicators

• Monitoring service provider performance, in coordination with Vendor controller

• Integrating service information: Using analytics to diagnose and address issues

• Providing governance and control: Overseeing the entire service delivery process to ensure alignment with business goals

• Enhancing service quality: Continuously improving the quality of IT services

2). ITSM Platform

• Monitoring service performance: Tracking metrics across the service lifecycle to ensure optimal performance of the ITSM platform

• Managing service improvements: Identifying, prioritizing, and implementing enhancements to improve service quality and efficiency

• Coordinating with stakeholders: Communicating with business and IT stakeholders to align service delivery with business needs

• Overseeing incident, service request, and problem management: Ensuring timely resolution of incidents and problems to maintain service reliability

• Managing service costs: Analyzing and optimizing service costs to ensure value for money

3). Head Office IT

• Managing IT infrastructure: Overseeing the maintenance and optimization of hardware, software, and network systems

• Ensuring cybersecurity: Implementing and monitoring security measures to protect data and systems

• Supporting end-users: Providing technical support and training to staff to ensure efficient use of IT resources

• Coordinating IT projects: Planning and executing IT projects to improve office operations and technology use

• Monitoring system performance: Regularly assessing and improving the performance of IT systems to ensure reliability and efficiency

What we are looking for:•

• Education on Bachelor level in Computer Science/Information Technology or similar area

• Working experience in a similar position with a minimum of 5 years

• Proficient spoken and written skills in English

• Experience with large, complex organizations and decentralized decision-making structure

• Demonstrated experience in multinational and multicultural work environments

• Bilateral translation of business needs to technical actions

• Understanding and implementing SIAM frameworks

• Managing and optimizing ITSM platform capabilities. ServiceNow skills are a plus

• Governance, KPI and process measuring

• Leading IT projects and ensuring timely delivery

• Aligning IT services with business objectives

• Experience working with outsourced Service Integrators

What we offer:

• An opportunity to join a growing team where you truly get the opportunity to work in a broad range and make an impact on the projects you will be involved in.

• The opportunity to contribute to a more sustainable world.

• Working for a company that cares for its employees and has focus on diversity & inclusion.

• An attractive salary to the position with good primary and secondary benefits.

• Flexible working arrangements to work hybrid from home and the office.

• A modern high tech office located right next to the Hoofddorp station with great facilities and an open work plan.

• It’s a full-time position but we are open to discuss part-time.

For more information please contact Javier Rivera, Head of Strategy & Operations Delivery, via javier.rivera@shvenergy.com or if this sounds like you, apply directly by clicking the apply button.

We look forward to hearing from you!

Pre-screening questions before applying and an online assessment will be part of the recruitment procedure. A pre-employment screening will be applicable before you join us as an employee.

SHV Energy adhere to ethical recruiting methods ensuring that we do not discriminate against any candidate because of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

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Recruitment agency? Thank you for your interest, but we are sourcing candidates for this position directly or via our preferred suppliers.