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Manager of Digital Service Management

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Quadient

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IT - Administration

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Job Description:

In this role, you will lead the development and implementation of unified ITIL-based service management processes across all Digital Operations teams—creating consistency, efficiency, and an enhanced customer experience. You’ll be a strategic leader and a hands-on collaborator, working across functions and geographies to embed service excellence into the core of our digital operations.

Job Responsibility:

  • Define, build, and operationalize a new global service management capability within Quadient’s Digital function
  • Lead the implementation of a comprehensive Digital Service Catalogue and core ITIL-based processes, including Incident, Problem, Change Management, Service Introduction/Retirement, and more
  • Enhance and expand existing IT Service Management (ITSM) toolsets to support standardized workflows and enable automation
  • Work closely with Digital Operations teams across areas such as Applications, Infrastructure, End-User Computing, and Global Support
  • Establish service governance frameworks and Service Level Agreements (SLAs), underpinned by supplier agreements
  • Ensure all digital services are delivered in line with security, compliance, and regulatory requirements
  • Act as a service leader during operational incidents, risk events, or service performance issues—driving root cause resolution and continuous improvement
  • Collaborate with internal and external stakeholders to monitor supplier performance and operational KPIs
  • Promote a culture of continuous service improvement (CSI) across the global Digital team

Requirements:

  • Proven leadership experience in IT/Digital Service Management, ideally in a global environment
  • Certified ITIL practitioner (intermediate level or higher), with hands-on experience in implementing and operating service management frameworks
  • Deep knowledge of service delivery operations across areas like applications, infrastructure, security, and end-user computing
  • Demonstrated ability to lead change, align teams around process improvements, and influence stakeholders across geographies
  • Strong supplier management expertise, including contracting, performance tracking, and relationship management
  • Experience with cloud-first and hybrid service delivery models
  • Skilled in crisis management, expectation setting, and cross-functional communication
  • Fluent English (spoken and written)
  • additional languages a plus
  • Willingness to travel internationally as needed
What we offer:
  • Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle
  • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform
  • Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program
  • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme
  • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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