- Team Leadership & Management:
Lead, mentor, and develop the Enterprise Service Management and Service Operations team, fostering high morale and professional growth.
Steer external implementation and operations partners, ensuring effective resource allocation and workload management.
Foster a culture of accountability, collaboration, and continuous improvement.
Platform & Service Ownership:
Hold end-to-end accountability for the ITSM/ESM platform across ITIL 4 processes (incident, problem, change, request, service catalog, SLA, CMDB).
Own the platform roadmap with a clear focus on AI as an architectural principle and on knowledge management as a central pillar.
Ensure source transparency, auditability, and continuous improvement of the AI and knowledge layers.
AI at the Core (AI-First):
Establish AI as an architectural principle of the platform rather than a bolted-on feature, in line with the “AI-First, Knowledge-Centric, Future-Ready” vision of the ITSM RFP[BJ1.1].
Provide AI co-pilot assistance for agents: intelligent similar-ticket suggestions, automatic summaries, suggested responses, and contextual knowledge proposals, with the final decision always remaining with the human.
Enable conversational interfaces in text and speech, including a multilingual virtual agent and voicebot across all required national languages (13+ languages covering C&A's 17 countries), plus automated ticket translation for end users.
Introduce AI-supported automation for clearly defined, deterministic standard procedures, while complex, sensitive, or ambiguous cases are always handed to human agents; define automation use cases jointly with the affected teams and in consideration of all co-determination rights.
Govern AI end to end: ensure every AI action is traceable and auditable, responses carry source references, hallucinations are mitigated, and the AI Tool Usage Framework is enforced, with EU data residency for all AI processing (GDPR, NIS2, EU AI Act).
Ensure clean integration with Microsoft 365, Saviynt/IGA, SAP, and Atlassian, including Entra ID SSO and SCIM provisioning.
Coordinate with the IAM function so that joiner, mover, and leaver processes and access reviews interact smoothly with the platform.
Ensure the platform meets GDPR, NIS2, ISO 27001, and EU AI Act requirements, with EU data residency for AI processing.
Uphold the AI Tool Usage Framework and the Default-Off Connector Policy with tri-party sign-off, in alignment with the DPO and information security.
Support internal and external audits with complete and transparent audit trails.
Performance & Value Management:
Steer service quality and business value through clear KPIs (e.g., MTTR, first contact resolution, CSAT, knowledge coverage, source transparency).
Provide regular reporting to market and central leadership on performance, risks, and opportunities.
Vendor & Budget Management:
Manage vendor and service provider relationships, ensuring service-level agreements (SLAs) are met.
Own license, contract, and budget responsibility in operation, ensuring TCO transparency over a 3 to 5 year horizon.
Serve as the primary contact for CTO-level and procurement stakeholders, providing regular updates on performance, challenges, and opportunities.
Collaborate with business units (e.g., Finance, Operations, HR) and the works council to understand needs and deliver effective, compliant solutions.
