Circle K Job - 41720313 | CareerArc
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Company: Circle K
Location: Warsaw, Masovian Voivodeship, Poland
Career Level: Mid-Senior Level
Industries: Retail, Wholesale, Apparel


Job Description

The Manager, Service Management is a key position within the IT Global Tech organization, responsible for Service Management strategy, process design, implementation, automation, and operationalization of the processes.

The candidate will work across all functional areas within Global Tech and the business to ensure processes are implemented, followed and aligned with business needs. The position will ensure continual improvement of service management policies and processes.

Lead Process and technical teams.

He/She will also be responsible for the training, KPI framework, performance tracking of the  Service Management processes.

The Role:
  • Maintain the platform according to best practice and ServiceNOW guidelines  

  • Own ITSM processes, strategically drive adoption through the Global Tech and business departments

  • Create process framework, tooling and deployment for all ITSM processes and support business functions to onboard their processes and drive continual service improvement

  • Build, coach, mentor service management team, including technical teams

  • Work closely with engineering, project management, operational and development teams to develop innovative tools including monitoring that meet Circle K needs with respect to functionality, performance, scalability, and reliability

  • Define, design, and implement processes and procedures based on industry standard Information Technology Infrastructure Library framework

  • Develop and maintain a roadmap that drives implementation throughout Global Tech for ITSM delivery, metrics and governance

  • Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement and governance of the lifecycle of IT Service Management

  • Develop and implement an overall IT Service Management training strategy and plan

  • Drive root cause analysis and corrective action completion across Global Tech; help eliminate disruption of services and improve day-to-day operations using validated problem analysis and tracking all elements of the Root Cause Analysis to closure

  • Work closely with Compliance, internal and external audit teams

  • Lead technical team and build operational stability of the platform

  • 5+ years of relevant ITIL based service management experience

  • Experience in managing small to medium teams within international organization   

  • Experience working with ServiceNOW ITSM processes functions, problem, Change, Event, and Service Catalog Management processes

  • Preferred Qualifications:

    • Experience in utilizing Service Management tools - ServiceNow

    • Experience in driving a full cycle implementation of ServiceNow

    • Technical experience working with the Configuration Management database (CMDB) is a plus

    • Excellent collaboration, analytical and organizational skills

    • Great collaboration skills

    • Experience of aligning priorities, building roadmaps, presenting and executing

  • Bachelor degree or equivalent work experience

  • ITIL  expert certification

What do we offer?
  • Annual bonus

  • Private medical care

  • Multisport

  • English lessons subsidized by the company

  • Group insurance

  • Attractive discounts for products and services at our stations

  • Employee stock purchase plan

  • Modern and convenient office that you can virtually visit here -

  • Trainings & possibility to develop skills in a wide international environment

Nowadays our teams are working remotely. Traveling to office is expected occasionally.

When working with us you can depend upon it that you will not be judged on the grounds of race, national origin, gender, sexual orientation, disability, age, or other legally protected status. Oppositely – we believe that our diverse and inclusive culture helps us create an amazing atmosphere where everybody feels welcome. 
Check who we are here:

 Apply on company website