Head of Transformation. Sdm

**Introduction**

You will cover IT Service Desk, Business Relationship Management for BCOE and Commercial Agencies, transformation projects management and acting as the security officer for the scope.

**What does the job entail?**

In this role, you will be managing a team with overall responsibility for the delivery of responsive and effective Service Desk and Infrastructure services for ArcelorMittal Flat Europe. The primary measure of success in this role is a high level of customer satisfaction, and the identification and leading of SD optimization projects plus the support on getting deployed the transversal infrastructure services to the different organization units.

Also, for the BCOE and Sales Agencies you will be the main point of contact between IT and the business. The role is responsible for understanding the business strategy, analyzing business processes; eliciting, analyzing, and documenting business requirements. The role partners with different internal teams in the delivery of solutions. Acting as a liaison and business process expert to IT organizations to assure successful solution implementations. Serves as a strong communicator of the business drivers, processes and organization structure and dynamics of the business area.

You will also be leading the transformation projects across Europe like the workplace windows master image deployment and some tools for the mobile devices management systems. You will sponsor the Europe master image and follow, support, onboard new domains and sites in the scope ensuring processes and procedures are in place, link with the IT ServiceDesk is setup, Incident management and request fulfillment modules are well defined. For Luxembourg, you will be helping the Europe flat scope by getting best prices of devices with our partners, ordering, imaging and preparing computers for our flat employees at Petrusse building.

As security officer for BCoE, commercial agencies and clusters, you will ensure ArcelorMittal devices are well secured, under control, patched regularly and take corrective actions if needed with the Europe security officer organization. Furthermore you will support the organization to get and obtain some security certifications as TISAX.

**Key Responsibilities**:

- Ensure high performing service support functions
- Owner of the Incident, Request, Change and Escalation processes for Service Integration, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required together with SDMs
- As owner of the escalation process, your will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
- Drive service review meetings covering performance, service improvements, quality, and processes Technical
- Work with the technical teams and SDMs to evolve and maintain standards
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with IT Sec teams to ensure actions are taken and completed to protect services
- Work with Apps Development community to ensure full alignment is in place

**What we are looking for?**
- Master’s degree in Information Technologies
- Has the ability to lead and collaborate in a complex and federated organisational structure, within a multilingual and transversal environment.
- Strong communication skills and the ability to build strong relationships at all levels of the organisation and be seen as a true peer by senior business colleagues and IT executives.
- Proactive, creative, autonomous, problem-solving oriented, ability to work in a virtual team.
- Relevant experience in a similar function ( 3-5 Years ).
- Solution knowledge and expertise on Service Now
- Customer oriented
- Strategic thinking
- People management abilities
- Problem solving skills
- English is a mandatory, any other European language is appreciated

**Why joining us?**
- You are proactive, innovative, curious, and bold. You are willing to understand, challenge and support our business needs
- You want to evolve in a multicultural environment with more than 20 nationalities
- To work in a fast moving, learning and collaborative environment
- You are looking for opportunities to develop and grow.
- With a competitive salary package

Don’t hesitate to apply
- ArcelorMittal is proud to be an equal opportunity employer. We consider qualified applicants regardless their gender, age, racial or ethnic origin, religion or beliefs, sexual orientation/identity, or physical/mental disability._