IT Application Manager - ITSM

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 platform.

In this role, you will push the project to deliver an outstanding user experience - both to our end users and our IT colleagues. You have a focus on increasing the efficiency of RedBull IT's operations, by supporting the effective operation of our key ITSM processes. You will be responsible for defining the strategic direction of our ITSM platform, and ensuring that this direction aligns with our overall IT strategic direction.

Areas that play to your strengths

All the responsibilities we'll trust you with:

• As the Application/Platform Owner, you will lead the development of an ITSM Platform Strategy and Roadmap. You will leverage AI, automation, and data mining capabilities to make smarter decisions and reduce risks in our ITSM processes. You are responsible for continually increasing the value of our ITSM platform by enhancing user experience, satisfaction, utility, and efficiency. Keeping pace with industry trends and best practices, you will seek ways to enhance the effectiveness of the ITSM platform. In collaboration with our strategic partner, Halo Service Solutions, you will shape the product roadmap to benefit both RedBull and their other customers. You will work with our vendor to perform technical investigations related to system or integration faults and resolve any data issues.
• You will define and maintain good governance to ensure that our platform remains performant and supportable over the coming years. You will ensure our integrations with other systems use scalable and sustainable approaches, focusing on minimizing technical debt. Advocating for simplicity, you will capture business requirements and strive for elegant, repeatable, scalable, and long-term solutions. Leveraging vendor, industry frameworks, best practices, and lessons learned from other like-minded companies will be crucial. You will recommend reasonable adaptations to processes rather than technology to minimize complexity.
• You will lead projects from inception to completion, ensuring timely delivery, effective scope management, and adherence to budget. Coordinating with internal teams and external vendors will be essential to meet project objectives. You will prepare standard project artifacts, including business cases and project reporting. Effectively managing resistance to change will be a key aspect of your role.
• You will manage relationships with the ITSM platform vendor and service providers. Coordinating multiple vendors for technical investigations, incident resolution, and solution enhancements will be part of your responsibilities. You will manage vendors for both project and operational delivery, ensuring ongoing compliance with our service level and service quality expectations.

Your areas of knowledge and expertise

that matter most for this role:

• Bachelor's or Master's degree in Computer Science, Information Technology, Business Informatics, or related fields
• At least 3 years in a solution/product owner role (or similar)
• Prior experience in a technical role is preferred
• ITIL4 Foundation Certification
• Fluent in English
• 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

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