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IT Service Management Specialist

2 months ago

Budapest, Budapest, Hungary Trivium Packaging Full time

IT Service Management Specialist

Join Trivium Packaging, a global sustainability leader in metal packaging, as an IT Service Management Specialist. Our company is committed to shaping the industry through an ambitious transformation journey, focusing on building and upskilling our team, deciding where to play and how to win, and increasing financial performance.

About the Role

This role is responsible for supervising, coordinating, and maintaining the levels of service agreed with and expected by the business, while keeping a constant focus on improving the performance of the services provided. The IT Service Management Specialist will manage major incident escalations, lead virtual teams in a matrix organization, and mediate win-win solutions for all stakeholders.

Key Responsibilities
  • Lead and be the main contact point for the managed service organization (3rd party) for all operational activities of the IT Helpdesk / ServiceNow.
  • Manage and control Incident, Problem, Change processes in respect of the internal process.
Change Management Responsibilities
  • Change Management operational coordination, including chairing CAB meetings.
  • Obtain consensus across IT Leadership.
  • Publish processes and procedures.
  • Train across IT regarding any ITSM area where needed.
  • Make continual improvements as necessary.
Incident Management
  • Incident trend and aging ticket analysis.
  • Organize the resolution process, by getting the resolvers together, facilitating the communication, and the information flow.
  • Handle escalations, if necessary for faster resolutions, remove blockers, organize ad hoc calls with engineers and other resolver teams.
  • Activate problem management after a major incident to prepare RCAs.
Problem Management
  • Problem ticket coordination.
  • Upon recurring issues, or major incident, raise problem tickets, and follow it until resolution.
  • Make sure the conclusions will be used to improve incident resolution processes.
Service Improvement
  • Communication on operational progress to all stakeholders.
  • Support the maintenance of process documentations.
  • Escalation to relevant contacts if necessary.
  • Propose IT Services modifications to the Service Desk Manager to reduce user impact.
  • Assume responsibility for updating configuration management.
  • Participate in service status meetings, providing information and analysis related to the services delivered to the business and support the Group IT Service Manager in the service delivery meetings.
  • Drive Process development initiatives.
  • Raise requirements to the relevant managed service organization functions in order to improve efficiency.
  • Assist in project management activities.
  • Control on-duty incident management activities/escalation management within the organization and external vendors.
  • Continuously evaluate and improve IT service delivery processes and procedures.
  • Identify opportunities for automation and optimization to enhance service quality and reduce costs.
Customer Relationship Management
  • Build and maintain strong relationships with clients and stakeholders, acting as the primary point of contact for service-related inquiries and issues.
  • Conduct regular service reviews with clients to gather feedback and identify areas for improvement.
The Benefits You Will Enjoy
  • Inspiring office environment in a center location.
  • Exciting finance-related projects and challenges.
  • Opportunities for growth and development.
  • A company culture that values teamwork, innovation, and sustainability.
  • Flexibility and work-life balance.
Requirements
  • At least 3 years of proven experience in IT Service Management, with knowledge of broader Service Management best practices.
  • Educated to degree level.
  • ITIL Foundation knowledge or certified is a plus.
  • Prior manufacturing industry experience is an advantage.
  • Service Now experience is a plus.
  • Basic Microsoft Excel skills.
  • Basic working knowledge of vendor and provider management.
  • Show passion for customer-centric services and creative problem-solving.
  • Excellent written and verbal communication skills.
  • Flexibility, problem-solving, solution-oriented, stakeholder management.

At Trivium Packaging, we are committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates who share our values and are passionate about making a difference in the industry.