Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions. **Value Proposition:** The Director of IT Service Management Office (SMO) is responsible for developing, implementing, and managing IT service management (ITSM) practices across the organization to ensure consistent, high-quality service delivery. The SMO ensures that IT services align with business objectives and comply with regulatory requirements, while enabling continual improvement in efficiency, performance, and customer satisfaction. This role serves as a central point of coordination across service management functions such as incident, change, problem, configuration, and knowledge management. It also drives the governance of IT services, ensures adherence to industry standards (ITIL). This role supports a global footprint and several time zones so requiring a following the sun strategy, covering 25,000 employees and 40,000 endpoints (computers, cells, printers, handhelds), 30 branch offices, 380 donor centers and 8 manufacturing facilities spread over the World. This results in a complex environment requing strong service, change management and project management skills to triage and resolve any situations potentially disrupting operations, on a time fashion. **Reports to:** Head of I&O **Accountability:** Fully accountable for process, tool and service desk support activities within the service management function. **Responsibilities:** **Strategic Leadership** + Define and lead the service management strategy in alignment with organizational objectives. + Develop roadmaps to mature ITSM capabilities across the organization. + Serve as the senior advisor for IT service governance and continual improvement. **Governance and Compliance** + Establish and maintain governance frameworks for all core ITSM processes. + Monitor adherence to SLAs, and KPIs across departments. + Ensure compliance with relevant standards (ITIL). **Process Ownership and Oversight** + Act as the ultimate owner and authority for all ITSM processes (incident, change, problem, request, knowledge, CMDB). + Ensure process integration, optimization, and performance measurement. + Identify areas for improvement and drive initiatives to enhance process efficiency and user experience. **Tooling and Platform Management** + Oversee the implementation, configuration, and optimization of ITSM platforms (ServiceNow) + Work with tool administrators and vendors to ensure the platform supports service management needs. **Stakeholder Engagement and Communication** + Lead regular service review and governance meetings with senior stakeholders. + Provide executive-level reporting and insights into service performance and risk. **Team Management** + Manage and mentor a team of service management professionals and MSP. **Key Skills:** + Deep understanding of ITSM frameworks (ITIL). + Proficiency in ITSM platforms (ServiceNow) + Strong relationship-building and communication skills, with the ability to engage with multiple functions (ie: apps, security office, Infrastructures) + Good Business knowledge with an understanding of user experience and how IT impacts operations, productivity, and strategy **Occupational Demands Form:** Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple, movements of the fingers, hands, and wrists. Frequently walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations and frequently travels within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Frequently interacts with others, relates sensitive information to diverse groups. Ability to apply abstract principles to solve complex conceptual issues. Performs a wide range of complex tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Third Party Agency and Recruiter Notice: Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate. **Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.** Learn more about Grifols (https://www.grifols.com/en/what-we-do) **Req ID:** 529121 **Type:** Regular Full-Time **Job Category:** Information Technology