IT Service Management Lead

COFCO International is a global agri-business with a clear vision, strong values and a positive culture, focused on being a leader in the global grains, oilseeds and sugar supply chains. We provide the food the world needs in a responsible way. Headquartered is Geneva, Switzerland, we are ambitious, with the right structures and culture to meet the world's increasing and changing needs. With 11,000+ people in 35 countries, our global portfolio includes assets across the Americas, Europe, Africa, Middle East, and Asia-Pacific. We trade with over 50 nations, while providing farmers unique direct access to the growing Chinese market.

JOB PURPOSE:

We are looking for a senior IT service management to support the Head of Global IT Services by providing ITSM excellence through policy and process design, documentation, service design, service transition, user training and communication. Must bring a strong ITIL knowledge and ServiceNow hands-on, including administration, and CMDB and Foundational Data knowledge.

RESPONSIBILITIES:

• Develop and maintain ITSM policies, processes and SOPs aligned with ITIL standards. Identify gaps in service management practices and recommend enhancements.
• Ownership and continuous review of all ITSM practice documentations together with the Global Head of IT Services Management and Delivery to make sure new implementation and improvements are in place.
• Ownership of ITSM process workshops and training sessions for all IT users to enable them with latest updates and improvements.
• Monitor SLA and KPI and take actions to make sure they are in adherence to global targets and report improvements and suggestions.
• Responsible for the ServiceNow and IT operational core data creation and maintenance activities and report improvements and suggestions.
• Ownership of Global CAB to maintain quality of all Changes for CAB approval.
• Ability to perform basic ServiceNow administration activities to maintain data updated.
• Monitor ITSM and CMDB/CSDM process governance and report them along with suggestions.

REQUIREMENTS:

• 5+ years of progressive IT Service Management Operations.
• Proven knowledge in ITIL Framework and ITSM best practices.
• Expertise in ITIL-based process design.
• Good knowledge of ServiceNow Administration, Data Foundations and CMDB.
• Ability to deliver Training Programs and conduct workshops for diverse audiences.
• Strong Analytical skills for Process Improvement and KPI tracking.
• Strong problem-solving and communication skills.
• Ability to work independently and in a team-oriented and fast-paced environment.
• Fluent in English (mandatory); Spanish and Portuguese (nice to have).

EDUCATION AND CERTIFICATIONS:

• Bachelor’s Degree in IT, Computer Science, Engineering, or similar.
• ITIL Intermediate Level (Minimum requirement)
• ITIL Managing Professional or Higher (Preferred)
• ServiceNow CSA (Advantage)

We kindly ask you to submit your CV in English.

COFCO International is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, national origin, disability status, protected veteran status or any other characteristic protected by law.

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