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Riga, LV

Category:  Global Business Service Jobs

Head of IT Service Management Office

At allnex, you can go to work knowing you make a lasting impact on the world around you. Our work helps to protect and improve more than 1,000 products; from interior coatings for airplanes and scratch-resistant coatings for smartphones, to corrosion protection for cars, and even printing inks for glossy magazines. We are present in 4 regions, with more than 4,000 employees globally, and serve customers in over 100 countries, which makes allnex the world's leading industrial coatings resins company.

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Position overview

As Head of the IT Service Management Office you aim to increase the success of IT service Management efforts across allnex IT with the objective of getting better in what we are doing within IT. You facilitate and support the full IT Solutions Lifecycle from Demand via Delivery into Operations with the right Operational & Project Processes and Governance.


  • As overall IT Process Steward you act as an advocate on behalf of the different IT processes (from demand over delivery until operations) taking responsibility for the process's performance
  • Accountable for a successful implementation and continuous improvement of the different IT Processes – IT internal, End User facing & X-functional
  • You oversee the demand process, manage the IT Business Project & Request for Enhancements Portfolio and oversee the IT Operations performance from a service & process perspective
  • Managing the pool of project managers ensuring a consistent approach in delivering the IT Business projects directly either indirectly via project managers in the different IT teams
  • Responsible for the sub team who takes care of all IT End User adoption related activities like training & communication 
  • Ensure getting value out of our IT data by collecting the right data and analyze & reporting on the information regards a.o. User satisfaction, IT delivery performance, resource capacity and budget management,
  • Accountable for a good performance of the different IT Tooling and platforms supporting the IT processes & data
  • Ensuring having defined IT KPI’s & Metrics and reporting on it within IT and towards the internal customers

Required skills and experience

  • Fluency in written and spoken English is a must
  • Having attended courses on IT(SM) & Governance frameworks and/or Project Methodologies
  • Having background of ITIL, COBIT, TOGAF, PRINCE2 or Agile will be considered as advantage
  • Sufficient experience in leading people and teams either in project or operational context
  • Proven, deep understanding of service management methodologies, tools and techniques such as ITIL
  • Proven experience developing policies and processes or management of Service or in architecture processes
  • Experience in IT Service Management and Service Delivery/Operations as Project Manager, Architect or Subject Matter Expert
  • Excellent communication and presentation skills, with the ability to interact with colleagues at all levels within the different business functions


University degree preferably in computer science

We offer

We are proud to offer an international working experience with a tight-knit network of employees, making it easy to connect and learn from people all across our different functions. On top of that we are a truly innovative company with a strong team spirit, openness to new ideas, and great opportunities to grow and develop your career.

Equal Employment Opportunity
allnex is proud to be an equal opportunity employer. We celebrate diversity and are committed to an environment where all colleagues contribute for the benefit of our employees, our products, and our communities.

Find out how you can make an impact!
Check out our career page for available opportunities. We look forward to hearing from you.



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