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ITSM Process Manager
ITSM Process Manager
ITSM Process Manager
Avia Solutions Group
ITSM Process Manager
ITSM Process Manager

ITSM Process ManagerAvia Solutions Group

ITSM Process Manager

We offer work in an international group of companies, IT department, acting as an IT service provider to subsidiaries, providing quality services with SLA commitments, using its own high-reliability virtualized infrastructure, mature ServiceDesk system based on ITIL processes.

Our department located at holding company focuses on group-wide governance and shared IT service center for group companies. We cover following areas: IT Governance & Management, IT Service Delivery, IT Infrastructure and support, Enterprise Applications (Digital IT Solutions, ERP, CRM, DMS, BI), Cybersecurity, PMO.

Main functions and responsibilities:

  • Lead implementation of ITSM/ITIL at holding company and share best practices on GROUP level (companies arround the world with local IT teams); ITIL process implementation, management and continuous improvement (Incident, Event, Problem, Service Request, Change, SLA, Knowledge, CMDB, Service Catalog, ...);
  • Provide guidance and assistance on ITSM/ITIL processes across all teams at holding company (IT Service Desk, IT Service Delivery, IT Infrastructure Services, Enterprise applications and Digital IT Solutions, Cybersecurity);
  • Take ownership of service lifecycle through strategy, design, transition, operations and continual improvement;
  • Lead ITSM / ServiceDesk system maintenance, support, continuous development and manage ITSM implementation for new or acquired group companies;
  • Ownership of IT Service Catalog, service descriptions, SLA, KPI. We are delivering about 50 services to up to 50 subsidiary companies; Ownership of Global CMDB (consolidated on Group level) lifecycle;
  • Prepare organization for an ISO 20000 compliance and certification;
  • You will be member of IT Management board;

Requirements for the position:

  • Knowledge and experience working with ITIL/ITSM processes;
  • ITIL certifications would be an advantage;
  • Good understanding of ITSM ServiceDesk tools, tailoring to organization needs, implementation and development;
  • Stakeholder Management;

What we offer:

  • Opportunity to work in a vibrant international and ever-growing business aviation environment.
  • Opportunities for professional and personal growth; foreign language trainings.
  • Remote/hybrid work possibilities.
  • Attractive salary and compensation package.
  • Private health insurance after a probation period.
  • Gym, pool tables for your physical health and Mindletic for mental health;
  • Children’s room where you can leave your kids to play with supervision.
  • Work in first of its kind office building with real aircraft inside.
  • In-house canteen.
  • Parking or public transport ticket.
  • Electrical cars spots near the office.
  • Discounts and special offers from various partners.

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