ArcelorMittal is the world's leading steel and mining company, with a presence in 60 countries and primary steelmaking facilities in 17 countries. In 2020, ArcelorMittal had revenues of $53.3 billion and crude steel production of 71.5 million metric tonnes, while iron ore production reached 58.0 million metric tonnes. Our goal is to help build a better world with smarter steels. Steels made using innovative processes which use less energy, emit significantly less carbon and reduce costs. Steels that are cleaner, stronger and reusable. Steels for electric vehicles and renewable energy infrastructure that will support societies as they transform through this century. With steel at our core, our inventive people and an entrepreneurial culture at heart, we will support the world in making that change. This is what we believe it takes to be the steel company of the future.IntroductionWithin IT Flat Europe organization, the Digital & IT Supply chain department is responsible for the IT Strategy of the Supply Chain function, including efficiency (process and system exploitation and optimization).Scale-Up is a large IT-project within the Supply Chain domain which has a lot of integration tasks with all mills across Europe. Because of the sheer size of the project, the roll-out is managed per mill.What does the job entail?The Head of Service Management will have end-to-end accountability for the quality of the service provided to the business.A primary target is customer satisfaction and meeting the Service Level Agreements / Experience Level Agreements.Coordinating and directing the activities of the Supply Chain Service Delivery Management team to ensure set goals are achieved.Tracking KPIs across domains, recommending methods of delivery improvement and seeing that actions are implemented on time.Report on service quality to higher management (Domains and Clusters)Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.Ensuring internal and external service providers deliver services to the agreed contractual standards; set up and track Service Improvement Plans if required.Together with the IT4IT Department, analyze third-party as well as internal processes, and create strategies for service delivery optimisation Administrative tasks for onshore service providers.Who are we looking for?Technical:Working knowledge of ServiceNowExtensive experience in implementing and improving ITIL processes and procedures.ITIL Certifications (v3 or v4) a strong plus Ability to understand IT concepts and translate into business language.Managerial:Experience in Service Delivery Management in a multi-cultural and complex environment.Leadership and team managementCommunication and motivationOrganization and delegation Problem solving and decision-making.Requirements:Minimum 5 years' experience in Analyst tasksMaster's degree in IT or Engineering Strong written and verbal communication skills with fluency in English. French, Dutch and/or Spanish are a plus.You are proactive, innovative, curious, and bold. You are willing to understand, challenge and support our business needs.You want to evolve in a multicultural environment with more than 20 nationalities.To work in a fast moving, learning and collaborative environmentYou are looking for opportunities to develop and grow. With a competitive salary packageDon't hesitate to apply!ArcelorMittal is proud to be an equal opportunity employer. We consider qualified applicants regardless their gender, age, racial or ethnic origin, religion or beliefs, sexual orientation/identity, or physical/mental disability. #J-18808-Ljbffr
