Head of Service Support

The Head of Service Support is accountable for Incident, Problem, Knowledge, and Request Management. Including the strategic design, governance, implementation, adoption and continuous improvement of these core IT service management processes across the organization. This role ensures the processes are standardized, effective, and aligned with the organization's strategic goals to deliver high-quality IT services globally. This role along with the GPOs works closely with the SIAM Manager to ensure E2E continuity

Process Ownership and Strategy
Own and manage end-to-end Incident, Problem, Request Management, Knowledge processes. Ensure all processes are clearly defined, documented, accessible. Develop and maintain the global process strategy, aligning with organizational goals and ITIL best practices. Drive consistency and standardization across regions, ensuring compliance with regulatory requirements and company policies.

Governance and Compliance
Establish and maintain a governance framework to ensure process adherence and compliance across regions and business units. Define key metrics, KPIs to measure process performance. Report regularly to senior leadership. Collaborate with audit and risk teams to ensure alignment with ITSM standards and regulatory requirements.

Continuous Improvement
Lead initiatives to improve process efficiency and effectiveness using data-driven insights. Analyze performance data to identify trends, root causes, and opportunities for optimization. Foster a culture of continuous learning, feedback, and adaptation to evolving business needs.

Stakeholder Engagement
Collaborate with IT service teams, business units, and external partners to ensure seamless process execution. Serve as the primary contact for global process issues, escalating critical incidents and problems as needed. 

Technology Enablement
Partner with ITSM platform teams (ServiceNow) to ensure tools and workflows support process requirements. Stay informed on emerging technologies, best practices.

Incident and Problem Management
Ensure timely resolution of incidents to minimize business impact. Oversee Problem Management lifecycle, including root cause analysis and implementation of preventative measures.

Request Fulfilment
Define, manage the end-to-end request fulfilment process to ensure the efficient delivery of IT services.

Work Experience 

• Minimum 3 years of experience in a related position and having successfully led teams in a previous role
• Proven proficiency in working within an ITIL aligned organisation
• Good technology awareness and ideally experience with ServiceNow
• Advantageous to having been involved in Digital transformation

Education

• University Degree preferably in a technical subject or any comparable education
• ITIL v3 or V4 certification

It’s an exciting time to be part of our team. At the Adecco Group, our purpose – making the future work for everyone – inspires and connects us all. Through our three global business units (GBU) – Adecco, Akkodis and LHH - we deliver expertise in talent and technology, enabling organizations to succeed and people to thrive.

We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally. We embody our core values: Courage, Collaboration, Customer at the Heart, Inclusion, and Passion in everything we do.

Growth and Development

You will have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways, achieving total balance between their jobs and their lives. We offer world-class resources for upskilling and development, satisfying your curiosity while sharing skills, knowledge, and expertise to grow together. Here, you can be yourself, and we aim to build on the attributes that make you, you.

A journey to bring out the best in you

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

Inclusion

We believe in talent, not labels. We focus on the diverse and unique skills our people bring. Our culture of belonging and purpose ensures everyone can thrive and feel engaged. We are proud to be an Equal Opportunity Employer, committed to equity, equal opportunity, inclusion, and diversity.

Interview Process

Our interview process includes an initial phone screening, followed by a virtual round of interviews with Hiring Manager, HR team and senior leaders. This process helps us understand your fit within our team and allows you to ask questions about the role and our company. If you are a visionary leader with a passion for learning and development, we invite you to join us in making the future work for everyone.

Accommodations

We are committed to providing an inclusive and accessible recruitment process for all candidates. If you require any additional accommodations or support due to a disability or other special circumstances, please let us know by contacting us. We will work with you to ensure your needs are met throughout the hiring process.

Posting date: 13-03-2025