Service Owner, ITSM Practice

The ITSM Practice Owner will own, design, and administratively run the existing ITSM Processes (Service Request, Incident, and Problem Management, etc) and documentation. This role will be responsible for the strategic transition of the organization from ITIL v3 (process-based) to ITIL v5 (practice and value-stream based). The Owner ensures that all IT Infrastructure and Operations ITSM Practices in scope are defined and documented in a consumable form that aligns with business value and needs. They will provide the administrative framework and performance oversight to ensure internal teams and external suppliers are aligned with global methods.

• ITIL Evolution: Lead the organizational development and maturity shift from ITIL v3 processes to ITIL 5 practices across the Adecco Groups estate.
• Process Alignment: Ensure that service offerings and restoration practices are aligned to the company’s needs at Brand, Location, and Service levels.
• Practice Governance: Conduct periodic reviews with key stakeholder groups to ensure that ITSM practices and service offerings remain aligned with evolving business outcomes and strategic needs.
• Administrative Governance: Strategically own and manage the documentation and framework for Services within the scope.
• Quality Control & Assurance: Monitor and audit the application of these practices to ensure all internal teams and external partners are following the defined global procedures, methods, and quality standards correctly.
• Stakeholder Coordination: Ensure all stakeholders, including Global ITD colleagues and Partners, are aware of their responsibilities and follow the established practices correctly.
• Continual Improvement: Identify and manage improvement opportunities from a practice and organizational perspective.
• Escalation & Interface: Act as the administrative point for escalation to management regarding practice interfaces and service restoration effectiveness.
• SLA Alignment: Contribute to the framework used to define, negotiate, and document Service Level Agreements (SLAs) to ensure they are complete and directly aligned with business value and customer outcomes.
• Service Request Practice & Catalogue Stewardship: Maintain and administer the overall practice documentation and a definitive catalogue of Services, articulating the business outcomes each Service supports.
• Performance Management: Establish, review, and communicate practice objectives, SLAs, Key Performance Indicators (KPI) and drive their improvement.

• Minimum 3 years of experience in ITSM related position, including Incident, Problem and Service Request Management activities.
• Good IT Operations background in large international companies.
• Good technology awareness and experience with ServiceNow.
• Proven experience in performance management and process documentation.
• University Degree preferably in a technical subject or any comparable education
• Willingness to travel occasionally (up to 20%).

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

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: 25-03-2026