Securitas Group

Securitas is a world-leading safety and security solutions partner that helps make your world a safer place. By leveraging technology in partnership with our clients, we offer a broad portfolio of value-enhancing services and solutions integrated across the security value chain – from on-site services to advanced monitoring, comprehensive risk prediction and advisory services.

With around 341 000 employees in 44 markets, our innovative, holistic approach with local and global expertise makes us a trusted business partner to many of the world’s best-known companies. Benefitting from almost nine decades of deep experience and guided by our values of integrity, vigilance, and helpfulness, we create sustainable value by helping our clients optimize their operations and protect what matters most - their people and assets.

Securitas IT creates capabilities and powerful technology needed to fulfil Securitas business strategy to be client centric, data driven, and people focused. We transform, build and protect our IT landscape in a cost-efficient a sufficient way. We lead a diverse and inclusive global organization with approx. 900 co-workers within IT. 

The IT ServiceDesk and ServiceNow Operations Delivery Manager will oversee the IT ServiceDesk & ServiceNow DevOps teams supporting the Securitas Americas ServiceDesk operations and oversee the implementation, configuration, and administration of the ServiceNow platform globally.

As the Delivery Manager, you will play a pivotal role in, optimizing, and providing governance to our IT service desk & ServiceNow Platform. Your primary focus will be on delivering exceptional customer service, Analyzing and identifying improvement opportunities, and utilizing ServiceNow for efficient reporting and performance measurement.

Key Responsibilities:

1. Governance and Stakeholder Management:

• Act as the primary point of contact and escalation handling for various business divisions utilizing the ServiceNow Platform.

• Collaborate with division leaders to understand their specific needs and ensure service alignment and prioritization of projects.

2. Customer Service Excellence:

• Ensure that the service desk consistently provide top-notch support services. Monitor, report & drive CSAT & FCR metrics.
• Establish and maintain service level agreements (SLAs) to meet business expectations.
• Develop and implement service delivery strategies that enhance customer satisfaction and operational efficiency.

3. Operational Management:

• Monitor and report on ServiceDesk & ServiceNow DevOps KPIs, driving continuous improvement, which also includes monthly and quarterly metrics review and performance reporting.
• Oversee ServiceNow modules, including Incident, Change, Problem, and Service Catalog management to track implementation and adoption.

4. ServiceNow Reporting and Analysis:

• Utilize ServiceNow reporting capabilities to analyze and report on key performance metrics regularly.

• Generate actionable insights to improve service quality and efficiency.

• Utilize data-driven insights to inform decision-making and improve service delivery.

5. Process Improvement:

• Analyze service delivery processes and identify areas for improvement, implementing best practices to enhance efficiency and effectiveness.
• Drive initiatives to automate and optimize workflows within ServiceNow.
• Identify process inefficiencies and lead initiatives to streamline operations and enhance service delivery.
• Collaborate with cross-functional teams to implement best practices.

6. Project Management:

• Tracking projects and tasks in ServiceDesk and ServiceNow areas, to drive efficiency and keep everyone aligned to project schedule.
• Work closely with scrum master & team leads to get updates and identify any roadblocks.
• Reporting on Project status and RAID log items periodically and call out pending actions items. Drive action item closure with stakeholders and action owners.
• Prep for steering committee meetings and provide insights on the roadblock on projects to help with decision making process.

7. Quality Assurance:

• Implement and manage quality assurance programs related to customer service, phone etiquette, email communications etc. to ensure service desk and contact center agents meet performance and quality standards.
• Identify Test strategies within the Devops methodology for feature testing before moving to production.

8. Training and Development:

• Develop training programs and resources to enhance the technical and soft skills of support staff.
• Conduct regular training sessions to keep the team updated on new technologies and processes.
• Participate in new hire Interviews, Coordinate Onboarding (Equipment, access, cross training)
• Work with knowledge management to ensure KB updates are happening periodically.

9. Incident Resolution:

• Collaborate with technical teams (Operation L2/L3 Teams) to ensure timely resolution of incidents and escalations.
• Handle escalated issues and customer complaints effectively.
• Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents.

10. Security and Compliance:

• Ensure compliance with data security and privacy regulations, implementing necessary controls.

Qualifications:

• Bachelor's degree in IT, Business Management, or related field (Master's degree preferred).
• Proven experience (10+ years) in managing IT service desk and ITSM operations.
• Expertise in ServiceNow reporting, dashboards and analytics.
• Exceptional customer service and interpersonal skills.
• Demonstrated ability to lead, motivate, and mentor a team.
• Analytical mindset with a focus on data-driven decision-making.
• Strong project management skills.
• Excellent communication, presentation, and negotiation skills.
• Must have an experience on ITIL processes and procedures (Incident, Problem, Request management, knowledge management, Major incident & Event management processes).
• ITIL or related certifications are a plus.
• An attitude to quickly adapt and adopt to organizational changes and support any scope changes.

Knowledgeable in:

• ServiceNow Reporting
• Windows OS (10)
• Office365
• Printers
• Desktops / Laptops
• TeamViewer
• Active Directory
• Citrix
• Mobile devices (IOS, Android)
• Twilio (or other telephony IVR tools)

What we offer:

At Securitas we believe in doing the right thing and doing it well. For our customers and our employees. Our employees come from all walks of life and bring with them a multitude of talents and perspectives. We aim for diverse representation throughout the company, and we are committed to equal pay, safe working conditions, gender balance and an inclusive work environment with a wide range of skills and development opportunities.

If it all sounds good to you, don’t hesitate and apply!