Head of Service Management

Werfen is a family-owned, innovative company founded in 1966 in Barcelona, Spain. With the headquarter in Barcelona, it operates directly in 30 countries, more than 100 territories through distributors, and with a workforce of 7000 employees. Werfen is a specialized diagnostics company committed to providing innovative solutions to hospitals and laboratories, powering patient care around the world.

The Head of Service Management Office (SMO) is a role reporting to the Director of Global IT Infrastructure and Support in the IT division. He/She is responsible for leading the SMO, defining and owning the service management framework, SLAs, KPI’s and governance for the consistent, effective and value-led delivery of IT services. It is a pivotal role managing service assurance,promoting collaboration and cooperation. The need to develop a meaningful and collaborative partnership with the business requires a business-focused and customer-focus mindset, with the appetite to overcome different challenges. Team will need to be supported and guided, as they develop the attributes and characteristics required to deliver great customer service and meet the business requirements and associated outcomes.

Key Accountabilities

• Lead and champion the development, delivery and continuous improvement of IT Service Management best practices across the organization.

•Plan, implement, manage, measure and improve IT Service Management processes, procedures, tools, key performance indicators and metrics for monitoring, measuring and managing the performance of systems and services to ensure successful and effective service delivery.

•Ensure that appropriate service levels and service quality measures are developed, continuously improved and reported across IT and the business, leveraging industry benchmarks, aligned with client and internal/external stakeholders’ expectations.

•Ensure smooth transition of services into production, adhering to change management processes and minimizing disruptions to business operations.

•Oversee the day-to-day operation of IT services, ensuring adherence to service level agreements (SLAs) and processes. Identify opportunities for automation and optimization to enhance service efficiency and quality.

•Ensure compliance with relevant regulatory requirements, industry standards, and internal policies related to service management. Implement governance frameworks to maintain accountability and transparency in service delivery processes.

•Lead and mentor a team of service management professionals, providing guidance, coaching, and support to develop their skills and capabilities.

•Set yearly performance objectives, conduct performance and salary reviews.

•Act as a champion of standard ITSM processes, continuously provide training and guidance to the IT team and end user community across the organization.

•Develop and control the annual Opex and Capex budgets for SMO to achieve the annual set targets.

Networking/Key relationships

•End Users

•Infrastructure and Support organization

•IT Leadership Team

•Enterprise Architect

•Information Security

•PMO

•Enterprise Application & Development

•Business stakeholders

•Vendors / Service providers

Minimum Knowledge & Experience required for the position:

•Master degree or equivalent in Computer Science or in a related field.

•Minimum five years of IT service management, leadership responsibilities, managing teams.

•Enterprise Service Management (ITIL or equivalent certification).

•Strategic planning, organization design and development experience.

•Strong understanding of IT service delivery processes, including incident management, request fulfilment, change management, asset and inventory management, and service level management with a service management tool such as Service Now.

•Vendor management and service externalization experience.

•IT transformational initiatives in complex and dynamic environments experience.

•Experience in merger, acquisition, or divestiture, including due diligence, day 1 readiness, and integration/carve-out execution.

Skills & Capabilities:

•Value driven mindset embedding security, standardization, user experience and continuous improvement disciplines.

•Track record of budget and cost management.

•Organized, ability to plan for short-, mid- and long-term objectives.

•Ability to work independently and take decisions in alignment with management.

•People-, customer- and service-oriented mindset.

•Excellent analytical, problem-solving and decision-making skills.

•Communication and persuasion skills.

•Excellent English communication skills (written and oral), at ease interacting with management.

Travel requirements:

Travel to main Werfen locations is expected for this position (one visit per quarter, on demand as required).

People Manager Core Competencies:

Building Talent : Planning and supporting the development of individuals’ knowledge, skills, and abilities so that they can fulfil current or future job responsibilities more effectively.

Customer Focus: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.

Decision Making: Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Driving for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Driving Innovation: Creating an environment (culture) that inspires people to generate novel solutions with measurable value for existing and potential customers (internal or external); encouraging experimentation with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.

Emotional Intelligence : Essentials Establishing and sustaining trusting relationships by accurately perceiving and interpreting own and others’ emotions and behavior; leveraging insights to effectively manage own responses so that one’s behavior matches one’s values and delivers intended results.

People Manager Accountabilities:

Effectively carries out the expectations of Werfen People Managers as defined in Werfen’s Role of the Manager program. Among others this includes maintaining regular, at minimum once a month, and transparent communication with the team through effective use of formal one-on-one meetings with direct reports and team meets. Managing performance issues and conflict proactively; uses judgement in consulting with department leadership and Human Resources. Responsibility for the team´s compliance in terms of training, and fulfilment of their tasks and objectives as well as onboarding of new employees and development of the existing team.