IT Service Management Specialist

Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately €3.0 billion. Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages.

Trivium wants to shape the industry and has embarked on an ambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing the Trivium Business System (commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and in our actions. Trivium has ambitious sustainability targets and focuses exclusively on products that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the world’s leading rating agent who allocated this award only to the top 1% of the >75000 companies reviewed. Sustainability is embedded in each and every function at Trivium, it‘s in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries. Our culture is results-driven, entrepreneurial, informal, and highly multicultural. Our people have a high degree of responsibility. 

Purpose of the job: 

The IT Service Management specialist role supervises, coordinates, and maintains the levels of service agreed with and expected by the business, while keeping a constant focus on improving the performance of the services provided. The role also requires the management of major incident escalations, ability to manage virtual team in a matrix organisation and mediate win-win solution for all stakeholders.

Your Responsibilities:  

• Lead and be the main contact point for the managed service organization (3rd party) for all the operational activities of the IT Helpdesk / ServiceNow. 
• Manage and control Incident, Problem, Change processes in respect of the internal process 

Change management responsibilities 

• Change Management operational coordination including chairing CAB meetings
• Obtain consensus across IT Leadership
• Publish processes and procedures
• Train across IT regarding any ITSM area where needed
• Make continual improvements as necessary

Incident management: 

• Incident trend and aging ticket analysis 
• Organize the resolution process, by getting the resolvers together, facilitating the communication, and the information flow 
• Handle escalations, if its needed for faster resolutions, remove blockers, organize ad hoc calls with engineers and other resolver teams 
• Activate problem management after a major incident to prepare RCAs 

Problem management:

• Problem ticket coordination 
• Upon recurring issues, or major incident raise problem tickets, and follow it until resolution 
• Make sure the conclusions will be used to improve incident resolution processes 

Service Improvement

• Communication on operational progress to all stakeholders
• Support the maintenance of process documentations 
• Escalation to relevant contacts if necessary 
• Propose IT Services modifications to the Service Desk Manager to reduce user impact 
• Assume responsibility for updating configuration management. 
• Participate in service status meetings, providing information and analysis related to the services delivered to the business and support the Group IT Service Manager in the service delivery meetings. 
• Drive Process development initiatives 
• Raise requirements to the relevant managed service organization functions in order to improve efficiency. 
• Assist in project management activities 
• Control on-duty incident management activities / escalation management within the organization and external vendors
• Continuously evaluate and improve IT service delivery processes and procedures.
• Identify opportunities for automation and optimization to enhance service quality and reduce costs.

Customer Relationship Management

• Build and maintain strong relationships with clients and stakeholders, acting as the primary point of contact for service-related inquiries and issues.
• Conduct regular service reviews with clients to gather feedback and identify areas for improvement.

The Benefits You Will Enjoy:

• Inspiring office environment in a center location of Budapest
• As our name is new, you can expect exciting finance related projects and challenges
• We take care of your growth you can always learn from our charismatic, professional leaders
• A career path that will indicate you to develop
• A company culture, where we are proud of each other, and where fun and the attitude of giving back to our environment are highly appreciated
• A community where you can freely share your own creative ideas and suggestions to create a better world
• Flexibility and home office - based on team agreement - here you can find real work life blend

Requirements: 

• At least 3 years of proven experience in IT Service Management, with knowledge of broader Service Management best practices
• Educated to degree level
• ITIL Foundation knowledge or certified  is a plus
• Prior manufacturing industry experience advantage
• Service Now experience is a plus
• Basic Microsoft Excel skills
• Basic working knowledge of vendor and provider management
• Show passion for customer centric services and creative problem-solving 
• Excellent written and verbal communication skills 
• Flexibility, problem solving, solution oriented, stakeholder management

BRINGING YOUR TRUE SELF TO WORK

To reach our goals, we know we need colleagues at all levels who are truly diverse in every way. That’s why we are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. Our customers come from a wide range of backgrounds, and so do our people and It’s business critical for us to ensure all our people have what they need to perform at their best and can be their true selves at work.