Requirements
Requires a Bachelor of Science in Computer Science, Information Technology, or Engineering, along with a mandatory ITIL v3+/ITIL 4 Manager certification. Must have at least 7 years of experience in IT operations/service management, with proven experience in coordinating Incident, Change, and Capacity Management processes across multiple IT domains. Proficiency in ITSM tools and strong analytical, communication, and problem-solving skills are essential.
Description
Job Purpose: Serve as the central coordination point for IT service operations at the plant, organizing and driving all incident handling, task assignment, escalation, change management, and capacity management activities in line with ITIL best practices.The role supports all IT functions - Hosting, EUC (End User Computing), Network, Applications, Database and IT Service Management - and ensures effective, timely communication to stakeholders and business owners to maintain service reliability and minimize downtime.Key Responsibilities: • Act as the central coordination point for all IT incidents at the plant - logging, categorizing, prioritizing, assigning, and tracking tickets through to resolution• Own the Incident Management process, driving timely resolution and coordinating cross-team efforts for high-severity, repeat, and aging incidents• Manage the escalation process, ensuring incidents and requests are escalated to the correct teams, vendors, or management according to defined SLAs• Champion the IT Change Management process - raise, review, and coordinate RFCs, ensuring risk assessment, readiness, backout plans, and adherence to approved change windows• Ensure business customers are aware of and agree to any downtime required for approved changes• Lead Capacity Management activities - monitor utilization and performance across services, forecast demand, and recommend capacity adjustments to avoid service degradation• Coordinate and dispatch tasks to the relevant support teams (Hosting, EUC, Network, Applications, Database) and follow up to ensure completion• Draft and send communication emails to stakeholders and business owners regarding incidents, planned changes, maintenance windows, outages, and service restorations• Serve as the primary liaison between plant operations, IT support teams, and external service providers/vendors• Maintain and enforce ITIL-aligned processes and procedures across Incident, Problem, Change, and Capacity Management• Drive root cause analysis (RCA) and problem management to reduce recurring incidents and improve service reliability• Develop and maintain IT Service Management status boards, dashboards, and reports; present performance and SLA metrics to management• Contribute to Knowledge Management by capturing solutions, SOPs, and known errors to improve first-line support and self-service• Support the transition of new or enhanced solutions into production and ensure operational readiness• Continuously improve service management processes to increase efficiency, reduce downtime, and enhance customer satisfactionEducation:• Bachelor of Science in Computer Science, Information Technology, Engineering or Related• Required: ITIL v3+ / ITIL 4 Manager (mandatory)• Preferred: additional ITSM or service management certificationsSkills & Competencies:• Strong knowledge of ITIL processes: Incident, Problem, Change, and Capacity Management• Excellent coordination, organization, and multitasking skills under pressure• Strong oral and written communication and stakeholder management skills• Service and customer oriented, with a solution-centric mindset• Process oriented and disciplined, with strong attention to detail• Strong analytical and problem-solving skills, including root cause analysis• Working knowledge across Hosting, EUC, Network, Applications, and Database domains• Proficiency with ITSM tools (e.g., Marvel, ServiceNow, Jira, or equivalent) and reporting/dashboards• Ability to influence, coordinate, and educate cross-functional teams and vendors•Ability to work in a time-sensitive, demanding plant/operations environmentMinimum Experience:• 7+ years experience in IT operations / IT service management in a large company• Proven experience coordinating Incident, Change, and Capacity Management processes• Experience supporting multiple IT domains (Hosting, EUC, Network, Applications, Database)•Experience with OT and/or Manufacturing Systems a plus