Head of ITSM

Do you want to become part of the Hunter Douglas DREAM?

Hunter Douglas is the global market leader in window coverings, operating across 136 entities over 100 countries.

The Head of IT Service Management (EMEA) is responsible for leading and evolving IT service management (ITSM) across the EMEA region, ensuring IT services are delivered efficiently, aligned with business needs, and continuously improved. This role requires a strong strategic leader with expertise in ITIL frameworks, service operations, and stakeholder management in a multinational environment.

This role offers a hybrid work arrangement.

Key responsibilities:

The Head of IT Service Management will have a broad set of responsibilities:

• Develop and execute the IT service management strategy for EMEA, aligning with global IT objectives.
• Oversee ITSM processes, including incident, problem, change, and service request management, ensuring high service availability and performance. This will include the deployment of a new Global ITSM solution.
• Enhance the capability of first and second-line support teams by upskilling the service desk to resolve a larger volume of tickets efficiently, reducing escalations to third-line teams and improving service speed.
• Implement and enhance ITIL best practices, driving operational excellence, automation, and service optimization.
• Leverage AI-driven solutions, chatbots, and automation tools to improve ITSM efficiency, reduce manual efforts, and enhance user experience.
• Collaborate with business leaders, regional IT teams, and external partners to ensure IT services meet business needs.
• Ensure ITSM processes comply with internal policies, industry standards, and regulatory requirements
• Manage third-party service providers, ensuring SLAs and contracts deliver value and high-quality IT services.
• Lead major incident and crisis response efforts, ensuring swift resolution and communication.
• Develop and implement mechanisms to measure and enhance end-user satisfaction with IT services, ensuring continuous service improvements based on feedback.
• Innovation & Technology Adoption: Utilize emerging technologies to enhance ITSM capabilities, including AI, predictive analytics, and self-service solutions.
• Build and mentor a high-performing ITSM team, fostering a culture of excellence, accountability, and continuous learning.
  
  

Interested in this role? Here’s what we’re looking for:

The Head of IT Service Management will have:

• A Bachelor’s or Master’s degree in IT, Computer Science, Business Management, or a related field
• Minimum 10+ years of IT service management experience, with at least 5 years in a leadership role within a multinational organization
• ITIL v4 Expert or equivalent ITSM certifications preferred
• Deep knowledge of ITIL processes, service delivery models, and IT operations.
• Strong leadership, communication, and stakeholder management skills.
• Experience in managing large-scale ITSM transformations, automation initiatives, and AI-driven service enhancements
• Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, or equivalent)
• Ability to navigate complex global IT environments and work across diverse cultures
• Strong problem-solving and decision-making abilities under pressure.
  
  

If this sounds like you, we would love to hear from you. Please apply by submitting your resume/CV.

At Hunter Douglas, you’ll be part of a forward-thinking team committed to excellence. We offer a supportive environment for professional growth, competitive compensation, and the opportunity to make a real difference.