IT Service Manager (Mid)

Expleo is a global engineering, technology, and consulting service provider that partners with leading organizations to guide them through their business transformation, helping them achieve operational excellence and future-proof their businesses.

Expleo benefits from more than 50 years of experience developing complex products in automotive and aerospace, optimizing manufacturing processes, and ensuring the quality of information systems. Leveraging its deep sector knowledge and wide-ranging expertise in fields including AI engineering, digitalization, automation, cybersecurity and data science, the group’s mission is to fast-track innovation through each step of the value chain.

With a worldwide presence in 30 countries, our global footprint includes excellence centers around the world, including Romania since 1994.

The Opportunity
You will be part of the Governance & Service Delivery Management (SDM) chapter, responsible for delivering and managing the service delivery improvement plan across the full issuing perimeter. Your primary focus will be on managing risks and issues within ITIL operational processes, with a strong emphasis on Incident Management.

Service Management:

• Define and maintain ITIL processes in line with the operational way of working.
• Coach operational and technical teams on working with ITIL processes.
• Define and monitor KPIs to drive continuous process and service improvement.
• Report on, analyze, and improve processes and services at the content level.
• Continuously identify and pursue standardization opportunities.

Operational Excellence:

• Monitor operational dashboards and coordinate required actions with internal and external stakeholders.
• Ensure all service delivery processes (Incident, Change, and Problem Management) are correctly applied and SLAs are respected; escalate deviations to stakeholders.
  
• Ensure all service-related activities are planned and executed; follow up on results and related action plans.
  
• Proactively propose service improvements to internal and external stakeholders.
  
• Proactively identify and mitigate potential issues before they escalate
  

We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Knowledge of ITIL processes and frameworks (Incident, Change, and Problem Management).
• Experience in service delivery management or IT operations.
• Ability to define, monitor, and report on KPIs.
• Strong stakeholder management and communication skills.
• Analytical mindset with a focus on continuous improvement and standardization.
• Experience with process documentation and operational reporting.
• Experience with service management tools such as ServiceNow, Jira, or Confluence.
• Familiarity with the payments, banking, or financial services domain.
• Experience in an issuing or acquiring context.
• Fluent in English

• Role is hybrid with 3 days per week from home and 2 from the office.
• CIM contract only

• Benefit Platform 
• Holiday Voucher 
• Private medical insurance  
• Performance bonus 
• Easter and Christmas bonus 
• Employee referral bonus 
• Bookster subscription  
• 7card
• Work from home options depending on project #LI-AT1