Your playing field:

•   Leading and managing the IT Service Management team, providing direction, coaching,  performance management, and career development, while fostering a culture of accountability and continuous improvement.
• Owning the Change Management process by chairing and governing the Change Advisory Board (CAB) and ensuring all production changes meet operational, security, and quality requirements prior to approval and deployment.
• Managing the Incident Management function by serving as the escalation point for major incidents, coordinating effective responses across teams, ensuring timely service restoration, and communicating clearly with stakeholders.
• Driving the Problem Management lifecycle by conducting structured root cause analysis, coordinating contributions from all involved teams, and tracking corrective and preventive actions to completion.
• Defining and enforcing incident classification, prioritization, and escalation models to ensure consistent handling of incidents aligned with business impact and agreed service levels.
• Driving Continuous Service Improvement (CSI) by defining, monitoring, and evolving ITIL processes, SLAs, and KPIs, including implementing automated reporting and conducting regular service reviews with senior stakeholders.
• Partnering with engineering, development, and operations teams to enhance system reliability, deployment processes, and the operational readiness of software and environments.
• Representing the IT Service Management function in cross-team initiatives and management forums, providing transparency, insights, and recommendations to the Head of Corporate IT.
• Accountable for service stability and ITSM process effectiveness, authorized to enforce process adherence and escalate non-compliance, and serving as the primary escalation point for ITSM-related operational risks. 

Which skills you should bring to the pitch:

• Expert-level. You hold a Bachelor’s or Master’s degree in Computer Science (or a related field) and bring 4–5 years of experience in process management, with a proven ability to design, optimise, and continuously improve operational processes.
• Analytical. You think analytically and act with precision, ensuring incidents and problems are handled in a sustainable and effective way. You’re comfortable navigating complexity and quickly adapt to new technologies and ways of working.
• Leadership. As a natural communicator, you bring clarity, openness, and confidence to every interaction. You know how to lead conversations, listen actively, and align people around a common goal.
• Ownership. You take full ownership and accountability, with strong people management capabilities and the ability to influence, coordinate, and drive collaboration across teams.
• ITIL Knowledge. You have a solid understanding of ITIL and how its processes connect, ideally supported by previous experience in process or project management.
• Language. You’re able to communicate effectively both verbally and in writing in English ensuring clear alignment across all stakeholders.

This is how we score with you 

• Established International Group.  We have a solid foundation on which to grow. 
• Personal and Professional Growth.  We offer you opportunities to develop and grow to unlock your potential. 
• Competitive Package.  We care for our employees, offering an indefinite contract, competitive salary, insurances (private health, dental, private accident, sickness and life) and free parking. 
• On-site childcare.  We’ve got a game plan to support you and your 3+ year old kids. 
• Sports Incentive.  We want you to remain active and will subsidise a gym membership of your choice. 
• Modern offices.  Our very own Tipico tower provides an open plan space with the latest technology. 
• Events.  Sponsored Charity and Team gatherings, we like to have fun together as one team and reinforce our connections. 
• Supportive Environment.  We believe in collaboration and working together as a team but we also give importance to the uniqueness of each and every one of us. 

Think a career at Tipico’s right for you? Apply now and join our winning team! 

If you have any questions or comments about this role, our TA team is happy to help you! Feel free to reach out to us on our social media channels. 

We look forward to your application!