DIT Service Management Manager - Quaker Houghton

Company Overview:

At Quaker Houghton, we are experts in the development, production and application of chemical specialties, process fluids, lubricants, and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial companies and to this day our experience and expertise show in the actions and dedication of our Associates worldwide. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.

Position Summary:

We are seeking a dynamic and skilled Technical Leader to join our Infrastructure & Operations (I&O) team. Reporting directly to the Senior Manager of Service Management, this role is pivotal in driving and embedding ITIL processes across our global operations. The ideal candidate will possess hands-on technical expertise and strong project management skills, with a proven track record of leading process improvement initiatives. The candidate will be responsible for the overall development, support, and maintenance of the IT Service Management Process. This includes analyzing, reviewing, and measuring service performance, establishing and enforcing standards, creating and maintaining the service catalog, and collaborating with internal and external stakeholders to define appropriate metrics and KPIs for evaluating service delivery quality and performance. The role also involves evaluating and defining strategies for process and procedure improvement.

Accountabilities:

Process Implementation and Management: Lead the implementation, standardization, and continuous improvement of ITIL processes (Incident, Problem, Change, Service Request, and Configuration Management) across the global I&O team. Ensure adherence to ITIL best practices and drive a culture of excellence in service management. Ensure processes are well-documented, standardized, and compliant with industry standards and regulations.

Service Management: Support the IT service management team in delivering high-quality service delivery and processing improvements. Monitor and analyze process performance metrics, identifying areas for improvement and implementing corrective actions. Collaborate with IT and business stakeholders to ensure processes meet the needs of all internal and external stakeholders.

Project Leadership: Managed and led projects to clean up and optimize existing IT service management processes and systems. Develop project plans, timelines, and deliverables, and ensure projects are completed on time and within budget. Work collaboratively with cross-functional teams to achieve project goals.

Continuous Improvement: Lead initiatives to improve service management processes, focusing on efficiency, effectiveness, and user satisfaction. Conduct regular process reviews and audits to ensure best practices and standards adherence. Promote a continuous improvement and innovation culture within the IT service management team.

Training and Support: Provide IT staff and business users training and support on service management processes and tools. Develop training materials and conduct workshops to enhance understanding and adoption of service management practices. Serve as a subject matter expert for process architecture and IT service management. Jump in hands-on to support and troubleshoot complex technical issues as needed.

Collaboration: Partner with other DIT teams to ensure solution compatibility with strategy, standards, and service model. Establish effective working relationships with vendors, service providers, and global operational teams to achieve established goals. Champion opportunities, recommendations, and advice that support Quaker Houghton and DIT goals.

Work Environment:

Ensure compliance with all applicable regulations and standards regarding quality, safety, and environment, as well as the Quaker Houghton Lifesaving Rules and occupational health standards, to minimize risks in these areas and to create opportunities and chances for improvement

Ability to travel to other N American sites and occasionally to other locations outside the US.

Required Education and Experience:

• Bachelor’s degree in computer science or related discipline and 3-5 years of relevant experience.
• Proven experience supporting technical implementation and operation of the ITIL Framework with a broad knowledge of ITSM technologies
• Subject Matter Expertise with ITSM architecture, design, development, and configuration
• Knowledge of information systems, architecture, application development, and system integration

Required Skills and Competencies:

• 3-5 years of relevant process management experience and 10+ years of IT experience
• Application and Process Architecture, Design, Development, Configuration, Integration, and Operation
• Subject Matter Expertise in ITIL and Service Management Processes. Functional expertise in ITSM systems
• Experience managing technology vendors, consultants, and developers
• Ability to develop innovative solutions to complex processes in a fast-paced and dynamic environment
• Enthusiasm for implementing technology and eager to stay ahead of new digital tools and trends
• Strong interpersonal skills and ability to effectively communicate technical concepts to diverse audiences

What's in it for you:

• Competitive pay programs with excellent career growth trajectory
• Hybrid work environment
• Opportunities to see your efforts contribute toward the success of the business
• Work for a global leader in the industrial process fluids industry
• On-site Fitness Center and Cafeteria

Quaker Houghton is an equal opportunity employer committed to creating a diverse workforce. Quaker Houghton provides equal employment opportunity for all qualified candidates. Quaker Houghton does not discriminate against any candidate for employment based on race, color, religion, sex, gender, gender identity or expression, affectional or sexual orientation, pregnancy, age, creed, ancestry, national origin, citizenship, marital or domestic partnership or civil union status, veteran’s status, physical/mental disability, genetic information, or any other category protected by U.S federal, state, and/or local employment law. Furthermore, Quaker Houghton is committed to providing reasonable accommodations to qualified candidates with physical and/or mental disabilities. Applicants with a disability who need assistance applying for a position may emailOneHR@quakerhoughton.com.