Halo ITSM Solution Owner

Company Description

Do you want to play a leading role in our global switch to Halo ITSM? Are you focused on delivering a stunning & sustainable ITSM experience? Come help us put a “Halo” above the heads of our global colleagues.

We are embarking on a once-in-a-decade journey to change our ITSM solution. In this role, you will push the project to deliver an outstanding user experience and increase the efficiency of Red Bull IT’s operations, as well as strategic planning, stakeholder management, and continuous improvement to enhance efficiency and service delivery.

We are seeking an experienced and dynamic ITSM Solution Owner to join our IT infrastructure team. In this role you will be accountable for the management and optimisation of our ITSM solution, defining its strategic direction, and ensuring that this direction aligns with our IT strategic direction.

Job Description

SERVICE OWNER

As the ITSM Solution Owner at Red Bull, you will lead the development of our ITSM Solution Strategy and Roadmap, ensuring alignment and clear communication across the organization. You will manage the configuration, maintenance, and support of our ITSM solution, continually enhancing its value through improved user experience, satisfaction, utility, and efficiency. Collaborating with our strategic partner, Halo Service Solutions, you will define capability improvements that benefit both Red Bull and their broader customer base. Staying abreast of industry trends and best practices, you will seek opportunities to enhance our IT solutions beyond ITSM, leveraging AI and data mining to make informed decisions and mitigate risks. Your passion for good governance will ensure our IT solutions remain performant and supportable for years to come.

SOLUTION ARCHITECTURE

You will translate business requirements into detailed technical specifications and functional designs. Staying abreast of industry developments and innovations, particularly in automation and AI, you'll advocate for simplicity and collaborate with our operations partner to develop elegant, scalable, and long-term solutions. Leveraging vendor frameworks, industry best practices, and insights from similar companies, you will recommend process adaptations to reduce complexity and enhance efficiency.

PROJECT MANAGEMENT

In this role you will lead ITSM-related projects from inception to completion, ensuring timely delivery and adherence to budget. You will coordinate with internal teams and external vendors to meet project objectives, managing projects of moderate complexity. You will prepare standard project artefacts, including business cases and project reports, and are well-versed in managing resistance to change.

VENDOR MANAGEMENT

You will manage relationships with ITSM solution vendors and service providers, coordinating with them for technical support, issue resolution, and solution enhancements. You will oversee external service providers for both project and operational delivery, ensuring ongoing compliance with our service level and quality expectations.

Qualifications

Bachelor’s or Master’s degree in Information Technology, Business Informatics, or a related field

ITIL Certification at least Foundation

Proven experience in IT Service Management, with a strong understanding of ITIL principles and practices.

Demonstrated ability to lead ITSM projects and manage complex ITSM environments

Ability to understand and translate business requirements into technical specifications

Critical thinker with strong analytical and problem-solving skills

Strong communication and interpersonal skills, with the ability to effectively work with diverse teams

Independent self-starter with the aim “get things done”

Passion for understanding the business needs, challenge those and finding innovative and pragmatic solutions

Additional Information

Due to legal reasons we are obliged to disclose the minimum salary according to the collective agreement for this position, which is EUR 2,392 gross per month. However, our attractive compensation package is based on market-oriented salaries and is therefore significantly above the stated minimum salary.

As an employer, we value diversity and support people in developing their potential and strengths, realizing their ideas and seizing opportunities. We believe passionately that employing a diverse workforce is central to our success. We welcome applications from all members of society irrespective of age, skin colour, religion, gender, sexual orientation or origin.