IS Service Manager

Accelleron is accelerating sustainability in the marine and energy industries as a global technology leader in turbocharging, fuel injection, and digital solutions for heavy-duty applications. Building on a heritage of over 100 years as a trusted industry partner, the company serves customers in more than 100 locations in over 50 countries. Accelleron’s 3,000 employees are continuously innovating to deliver best-in-class products, services, and solutions that are mission-critical for the energy transition. You will join a team of experts in an exciting international environment, committed to excellence and innovation. Together, we support our customers in driving the transition toward sustainable industries with cutting-edge technology, deep expertise, and smart solutions. At Accelleron, we foster diversity and inclusion, welcoming and celebrating individual differences as a source of strength.

The IS Service Manager will be a key member of the ITSM function, responsible for hands-on ownership and execution of IT service management processes. This role is not limited to governance or delegation; the successful candidate is expected to actively work within the ITSM tool, analyze data, drive resolutions, and continuously improve service quality. Operating in line with ITIL v4 best practices and internal governance standards, the role ensures stable, reliable, and customer-focused delivery of IT services across business applications, workplace services, infrastructure, and information security. The IT Service Manager will work closely with technical teams, business stakeholders, and vendors to minimize disruptions, improve user experience, and embed a culture of operational excellence and automation.

Your Responsibilities

1. ITSM Process Ownership

Own, operate, and continuously improve core ITSM processes, including but not limited to:

Incident Management

• Actively manage incidents end-to-end, including hands-on involvement in major incidents.

• Ensure rapid restoration of service, effective communication, and clear ownership.

• Monitor incident KPIs, trends, and root causes; proactively identify improvement actions.

• Lead and document post-incident reviews and root cause analyses for major incidents.

Service Request Management

• Own the service request lifecycle, ensuring requests are fulfilled within agreed SLAs.

• Regularly review and improve service catalog items for clarity, consistency, and user experience.

• Identify and implement automation opportunities to reduce manual effort and cycle time.

Problem Management

• Drive both reactive and proactive problem management.

• Personally lead root cause investigations for recurring or high-impact issues.

• Ensure corrective and preventive actions are tracked to closure.

• Produce problem trend analysis and recommend structural improvements.

Change Enablement

• Actively manage the end-to-end change process, including impact assessment and risk evaluation.

• Coordinate CAB activities where applicable and ensure adherence to change policies.

• Perform post-change reviews and document lessons learned.

• Ensure accurate and audit-ready documentation aligned with ITIL and company standards.

2. ITSM Data Ownership (Microsoft Power Platform)

• Perform hands-on configuration, data analysis, and continuous optimization of workflows and reports.

• Use Power BI and platform insights to track service performance, bottlenecks, and improvement opportunities.

• Collaborate with developers and architects to enhance automation and AI-enabled capabilities.

3. Support Team

• Provide coaching to the internal team.

• Lead by example through active participation in operational work.

• Ensure consistent service quality, knowledge sharing, and skill development within the team.

4. Stakeholder Management & Operational Excellence

• Act as a primary interface between IT operations, business stakeholders, and external service providers.

• Clearly communicate service performance, risks, and improvement plans.

• Monitor customer satisfaction and actively gather user feedback.

• Drive measurable improvements based on data, user experience, and business needs.

• Develop and maintain IT Service Continuity Management (ITSCM) processes aligned with business continuity requirements.

Your Background:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Minimum 6 years of hands-on experience in IT Service Management or IT Operations.

• Strong practical experience with ITIL v4 processes (beyond theoretical knowledge).

• Experience working directly with ITSM tools and operational data.

Certifications

• ITIL v4 Foundation required.

• ITIL Practice Manager or ITIL Managing Professional is highly desirable.

Skills & Experience

• Strong analytical, problem-solving, and decision-making skills.

• Proven ability to work hands-on in operational environments.

• Experience managing SLAs, KPIs, and service performance reporting.

• Experience with Microsoft Power Platform and/or Power BI is highly desirable.

• Solid technical understanding of workplace services, infrastructure, and networks.

• Excellent communication skills; fluent in English.

Key Competencies

• Hands-on mindset with accountability for outcomes.

• Continuous improvement and automation focus.

• Strong governance, risk, and compliance awareness.

• Ability to balance operational detail with service-level thinking.

• Collaborative leadership style with a customer-first attitude.

Your benefits:

• Flexible Work Hours

• Hybrid working model (Mon & Fri WFH)

• Medical Insurance

• Parental leave Policy

• On-site crèche facility

• Annual Health Check-up

• Employee Assistance Program

We look forward to receiving your application. If you want to discover more about Accelleron, take another look at our website accelleron.com.

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