Assignment description 

For this assignment we are looking for a technical skilled engineer experienced in setting up Global IT Service Management in a large enterprise context. This to build a digital support function in line with strategic goals. You will develop current ITIL processes and apply DevOps environments whenever possible.

The scope of the consultant services is to assist the client in enable a digital support organization operating cross multiple products in the subdomain of customer support and returns.

For this role you need to have experience in enable site reliable engineering (SRE) in a big support organization together with independent and autonomous product teams. Designing and owning the IT Service Catalogue horizontally across IT towers, including reporting on its SLA/SLOs. You also need to implement needed quality gates, business continuity management and driving continues improvement across the subdomain.

Requirements:

• Experience in ITIL/DevOps/SRE/knowledge management methods and processes
• Experience in setting up large scale support teams with Service Now + Jira /multiple tracking tools
• Experience in ”design support for end-user”, not for process