IT Service Management Oversight Analyst Porto

IT Service Management Oversight Analyst
Porto
Porto, Porto District, Portugal

An exciting opportunity has arisen within the IT Service Management function as an IT Service Management Analyst, reporting to the Manager of the IT Service Management Oversight team. The successful candidate will have a scope of global IT Service Management, involving:

• IT Service Management Strategic Planning
• IT Service Management Operating Model Definition
• Service Management Governance Framework & Reporting
• Service Management Guidelines & Standards
• Driving a continual improvement framework
• Definition and operation of a Service Management Office
• IT Service Management Practice & Process Definitions
• Organisational design (Internal/External)
• Transformation planning, design, build & project delivery

We invite you to join our team as an IT Service Management Oversight Analyst.

Who we are:

Fed
Ex is the largest express transportation company worldwide, connecting over 220 countries and territories. We are dedicated to delivering the most important packages of our customers' days. With a diverse team of 530, 000 passionate members, we strive to deliver outstanding service and innovation. Join us to be part of our next chapter.

What you will be doing:

The IT Service Management function is a new Managed Delivery (MD) function focused on defining and implementing a unified IT Service Management strategy in collaboration with our strategic Managed Service provider. The goal is to establish a global IT Service Management practice and processes to enhance service reliability, reduce outages, and improve efficiency through a unified approach.

Responsibilities include but are not limited to:

• Providing thought leadership to evolve the global IT Service Management practice and operating model.
• Owning and ensuring the effectiveness of IT SM processes, aligning with ITIL and Fed
  Ex standards.
• Collaborating with Enterprise Platform Product Owners to meet technology requirements.
• Overseeing multiple ITSM vendors to ensure process outcomes meet business needs.
• Implementing communication, training, and measurement plans for IT SM processes.
• Gaining cooperation and ensuring compliance across all IT stakeholders involved in IT SM processes.

What do you bring with you:

Proven IT Service Management experience, with at least 2 years in various process areas. You should have:

• Strong knowledge of ITSM processes
• Experience in process design, documentation, and stewardship
• Ability to measure and govern processes
• Understanding systems thinking related to ITSM
• ITIL expertise
• Excellent communication, reporting, and presentation skills
• Experience managing QDM projects
• Business acumen to translate needs into solutions
• Strong influencing skills and initiative
• Effective time management and organization skills

Other required skills:

• Excellent command of English
• Effective communication and presentation skills
• Knowledge of QDM, adaptability, and willingness to learn new technologies

Skills considered a plus:

• ITIL certification
• Data Analytics
• Artificial Intelligence
• Service
  Now
• Data Stewardship

What we offer:

• Competitive compensation
• Training and development opportunities
• Extensive learning resources
• Tuition Assistance Program
• Employee Assistance Program
• Reduced-rate shipping
• Career growth opportunities

At Fed
Ex, we value diversity and are committed to an inclusive workforce. Join us and bring your ideas, individuality, and dreams to our global community.