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Halian - IT Service Manager

Position Description


This role is part of a continuous improvement initiative post transitioning from a region-based client service desk model to a global model. This position will work with cross-regional client service members and global service desk provider. The incumbent will be responsible to lead the standardization of processes and procedures within our Global Client Support Services' organization.  Strong organizational skills will assist the incumbent with creating & implementing a strategy to take current, regionalized knowledge documentation and move to a single repository using a standard template and existing ITSM tool.



Principle Responsibilities

  • Lead secondary phase of global service transition to implement standardized processes and procedures
  • Incorporate industry best practices into processes and knowledge documentation utilize existing ITSM tool
  • Simplify content and knowledge documents to ensure service agents can quickly identify resolution steps and optimize customer service experience
  • Work with U.S. based corporate HQ members and local / regional IT teams by providing expert consultation to achieve desired results
  • Evaluate and propose technology solutions which will deliver highly secure and dynamic IT services
  • Document and map WorkFlow and processes using current or new technologies.


Required Experience

  • Minimum of ten years' experience in Global Service Delivery / Help Desk
  • Leading regional to global transition IT initiatives with successful results
  • Thorough understanding and practical application of IT Service Management (ITSM) disciplines
  • Expertise working with and implementing ServiceNow ITSM tool
  • Responsibility for global operations management, standardization and delivery of integrated services


Personal Skills, Attributes and Qualifications

  • Working knowledge of Client Support Services including IT infrastructure technologies such as desktops, laptops, servers, software & applications, printers, smartphones, tablets, Local Area Network, conferencing, etc.
  • Practical experience leading global projects with a strong concentration standardizing processes and procedures for a global company
  • ITIL V3 foundation certified
  • Strong interpersonal skills and proven effectively across multiple disciplines and cultures
  • Ability to lead complex projects, monitor the results, and adjust as needed to ensure goals are accomplished.
  • Ability to apply different strategies to influence stakeholders' benefits and value of global standardization
  • Ability to work through complex business & client challenges and collaborate in developing and
  • implementing solutions.
  • Fluent in English, orally and in writing



  • Bachelor's degree in MIS, Information technology, Business Administration or related discipline is required
  • Project Management Professional certification (helpful)



  • Contract: FTE
  • Location: Luxembourg
  • Start Date: ASAP

Description société

As an international IT services company, Halian have worked hard for 20 years to understand the issues that keep our customers awake at night and to create the answers that make their lives a little easier.
Our mission - the goal that's shared by everybody at every level - is “to deliver the best people and technology services in order to help Halian's customers do more; faster, better, and more cost-effectively than ever before."
We're able to do things differently because we think and act differently - the Halian Way is based on rapid service and speedy results, and at its heart lie five key values:
Partnership, Respect, Intelligence, Dedication, and Energy.

Halian has offices in the UK, Luxembourg, Dubai, and Qatar, and have more than 500 employees all over EMEA. We work with some of the world's most ambitious and dynamic organisations, such as Public and European Institutions, Finance, Oil and Gas, Healthcare and Pharmaceuticals, and partner with industry leading hardware and software vendors. When you join Halian, you will help integrate one of our three service lines: Managed Services, Resourcing Services, or Project Services. You are able to deal with a variety of technologies in critical environments, and make a positive contribution to our customers business. In return, Halian will support the development of your career via different programmes already in place. Halian has built a strategy based on confidence with its customers and partners, and it's these strong links that allow Halian to provide you with job offers not often available on the open job market. Each role is a new challenge to take on!

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