IT Sr. Manager, IT Service Management

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

Main responsibilities:

• Define and implement effective strategies, policies, and procedures to deliver service management best practices
• Partner with platform, service, and operations teams to deliver annual long-range plans and roadmaps for IT Service Management and the IT Service Management platform
• Look for ways to drive and improve the execution, service delivery, and productivity by implementing agile and flexible IT Service Management practice areas including, but not limited to, Change Management, Release Management, Incident Management, Knowledge Base Management, Configuration Management, Asset Management, Problem Management, and the Service Desk
• Develop and drive the implementation of the IT Configuration Management and Asset Management strategy and its execution in close collaboration with other key stakeholders
• Ensure an effective and secure IT Service Management platform by implementing best practices for development and cybersecurity
• Implement meaningful IT metrics and Services Level Agreement (SLAs) to drive continuous process and execution improvement across the global IT function
• Promote an environment of customer self-service while driving automation of repetitive IT tasks and services
• Foster an open, collaborative environment with the entire IT global function to support business initiatives (strategic or compliance-related)
• Collect and act upon customer surveys results and/or regular review of the process and tools to improve the ITSM overall experience
• Stay aware of latest trends and industry best practices to continuously add value to the enterprise
• Set direction and objectives for the ITSM team aligned with IT's overall goals
• Lead and develop our IT talent by defining specific actions, looking for new opportunities and fostering an inclusive, engaged team
• Provide tactical and strategic recommendations based on ITSM performance results
• Develop long range goals, annual plans, and manage the budget appropriately

Qualifications/Skills:

• Experience in global manufacturing environments (or equivalent)
• Experience managing IT or Enterprise Service Management platforms
• Solid knowledge of IT Service Management processes and practices
• Must possess strong interpersonal, communication and leadership skills
• Ability to manage and prioritize tasks and projects
• Excellent analytical and problem-solving skills
• Team oriented, leading direct and indirect reports through influence
• Demonstrated experience in leading process improvement and organizational change initiatives
• Proven expertise and overall responsibility in customer service and/or contact center services, and new generation capabilities

Education, Experience, and Licensing Requirements:

• Bachelor's degree in information technology, information systems, computer science or related field (graduate degree a plus)
• Minimum ten years' experience working in IT
• Minimum five years' experience overseeing global IT teams and programs

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

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REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer

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