Service Management and Support Lead

Om jobbet

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Denna position rapporterar till:
IS Manager

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Your role and responsibilities:

The Service Management & Support Lead is responsible for the ownership, governance, and operational excellence of IT Service Management processes and end‑user support services within ABB Robotics. The role combines full accountability for the ServiceNow ITSM platform with leadership of global support operations, ensuring high service quality, SLA compliance, and continuous improvement across all user support channels.

This role acts as the primary control point for outsourced service providers and ensures that IT support services are delivered efficiently, consistently, and in alignment with global standards.

The work model for the role is: hybrid/remote

You will be mainly accountable for:

• ITSM Platform & Process Ownership: Own and govern the ServiceNow ITSM platform, including configuration, workflows, reporting, and all core ITIL processes (Incident, Problem, Change, Knowledge, CMDB, Service Catalog), while driving continuous improvement.
• Service Desk & Support Operations: Oversee global L1/L2 Service Desk operations, govern Crisis & Major Incident Management, coordinate Onsite and VIP Support, and ensure consistent service quality and SLA adherence.
• Vendor & SLA Management: Act as the operational owner for outsourced support providers, monitor performance through ServiceNow metrics, and drive corrective actions, service improvements, and contractual compliance.
• Reporting & Knowledge Management: Define and track SLAs/KPIs, own service reporting and trend analysis, and govern Knowledge Base content to strengthen first‑contact resolution and self‑service capabilities.
• Access & Identity Coordination: Coordinate User Access Management (Joiner/Mover/Leaver) processes in partnership with Identity and Security teams to ensure accurate and timely access provisioning..

Qualifications for the role:

• 5-7 years of IT Service Management or IT Support leadership experience, with a proven track record of running operational teams, improving processes, and driving service excellence in complex environments.
• Strong hands‑on expertise with ServiceNow ITSM, including practical experience configuring modules, managing workflows, interpreting dashboards, and leveraging the platform to enhance service delivery.
• Deep understanding of ITIL practices and operational governance, with the ability to translate frameworks into real‑world processes such as Incident, Problem, Change, and Knowledge Management.
• Experience managing outsourced service providers and SLA‑driven services, ensuring performance, accountability, and continuous improvement across external partners and support vendors.
• Highly developed analytical, communication, and stakeholder management skills, with the ability to interpret data, influence decisions, and collaborate effectively across technical and non‑technical teams.
• Background working in global, enterprise‑scale environments, navigating distributed teams, diverse cultures, and complex organizational structures.
• Strong incident, escalation, and supplier management capabilities, ensuring timely resolution, clear communication, and alignment between internal teams and external partners.
• Excellent communication skills in English, with the ability to engage, align, and build trust with diverse international stakeholders at all levels.

This role sits within ABB's Robotics business, a leading global robotics company. We're entering an exciting new chapter as we've announced the plan for SoftBank Group to acquire ABB Robotics. SoftBank is a globally recognized technology group and investor/operator focused on AI, robotics, and next-generation computing. By joining us now, you'll be part of a pioneering team shaping the future of robotics-working alongside world-class experts in a fast-moving, innovation-driven environment.

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