Descripción de la oferta
At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.
This position reports to:
IS Manager
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. The Service Management & Support Lead 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 this role is hybrid/remote.
Key Accountabilities
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 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
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 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.
Experience 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.
Business Context
The role sits within ABB’s Robotics business, contributing to the development of innovative robotics solutions in a fast‑moving, technology‑focused environment.
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