Mission

Role Overview:

We are seeking a strategic and experienced Head of Group Delivery Processes to lead and harmonize delivery processes across all countries within the group. This role is pivotal in ensuring consistency, efficiency, and continuous improvement in the management of incidents, service requests, problems, cases, and catalog items globally.

• Lead and manage group-wide delivery processes, ensuring alignment across all countries.
• Facilitate and drive regular global meetings with local process managers to review performance, share best practices, and implement improvements.
• Make strategic decisions regarding process transformation and optimization.
• Collaborate with country-specific process managers to design and implement new processes, ensuring global alignment.
• Work closely with the ServiceNow Product Owner to ensure platform capabilities support process needs.
• Ensure all processes comply with ITIL v4 standards and best practices.
• Promote a culture of continuous improvement and operational excellence.
• Provide leadership and guidance to process teams across multiple geographies

Profile

• Proven experience in leading global IT delivery processes.
• Strong knowledge of ITIL v4 framework; certification required.
• Solid understanding and hands-on experience with ServiceNow.
• Excellent leadership and stakeholder management skills.
• Fluent in English (spoken and written).
• Ability to work in a multicultural and cross-functional environment.
• Strong analytical and problem-solving skills.
• Experience in managing transformation projects across multiple countries.
• Background in service management or operations within a large enterprise.
• Ability to influence and drive change in a complex organizational structure.

Benefits

• Full access to foreign language learning platform
• Personalized access to tech learning platforms
• Tailored workshops and trainings to sustain your growth
• Medical subscription
• Meal tickets
• Monthly budget to allocate on flexible benefit platform
• Access to 7 Card services
• Wellbeing activities and gatherings

Organization

Inetum is a European leader in digital services. Every day, the Group's 28,000 consultants and specialists aim to make a digital impact for businesses, public sector bodies and society as a whole: solutions that contribute to performance, innovation and the common good.

Present in 19 countries, close to the regions, and with its major software publisher partners, Inetum meets the challenges of digital transformation with proximity and flexibility. Inetum has forged strategic partnerships with 4 of the world's leading software publishers - Salesforce, ServiceNow, Microsoft and SAP - and is pursuing a dedicated acquisition strategy to become one of Europe's top 5 in these technologies, and offer the best expertise to its customers.