Sr Manager - Service Management

Req ID:496797 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Head of Business Intelligence & Catalogue Management

We are seeking a dynamic and experienced Business Intelligence & Service Request Manager to lead the strategic development and operational execution of IT automation initiatives and service request management. This role requires a strong blend of technical expertise, process optimization, and people management skills to drive efficiency, scalability, and user satisfaction across IT services.

Aligned with the 24x7 operating environment, this role will broker the implementation and management support of a new Operating Model across the service desk and command center space. Success for this position is measured in the delivery of Operations capability, developing strong technical acumen within the team and driving iterative improvement,

Key Responsibilities

Automation Strategy & Execution

• Design, implement, and manage automation solutions across IT operations to improve service delivery and reduce manual effort.
• Collaborate with cross-functional teams to identify automation opportunities and develop scalable solutions.
• Evaluate and integrate automation tools and platforms (e.g., ServiceNow, UiPath, Power Automate, etc.).
• Monitor and report on automation performance metrics and ROI.

Service Request Management

• Oversee the end-to-end lifecycle of IT service requests, ensuring timely and quality resolution.
• Optimize workflows and SLAs for service request fulfilment.
• Drive continuous improvement in service request processes through data analysis and stakeholder feedback.
• Ensure compliance with ITIL standards and best practices.

People Management

• Lead and mentor a team of automation engineers and service request analysts.
• Foster a culture of accountability, innovation, and continuous learning.
• Conduct regular performance reviews, set goals, and support career development.
• Manage team capacity, resource allocation, and succession planning.

Stakeholder Engagement

• Act as a liaison between IT operations and business units to align automation and service request strategies with organizational goals.
• Communicate effectively with senior leadership, providing updates on key initiatives and performance metrics.

Behavioural Attributes

• Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
• Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results.
• Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals.
• Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved.

Required Experience

• Demonstrable experience providing leadership and strategic vision within area of responsibility
• Sound understanding of financial and procurement topics in a global context
• Ability to manage supplier relationship through influence
• Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
• Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes
• Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
• Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
• Communication Proficiency.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
• 12+ years of experience in IT operations, with at least 5 years in a managerial role.
• Proven experience in automation tools and service management platforms.
• Strong understanding of ITIL framework and service management principles.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Skills:

• Certifications in ITIL, PMP, or automation platforms.
• Experience with Agile methodologies.
• Strong analytical and problem-solving skills.
• Change management and stakeholder engagement experience.

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important To Note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.