Manager of Digital Service Management

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels. 

In this role, you will lead the development and implementation of unified ITIL-based service management processes across all Digital Operations teams—creating consistency, efficiency, and an enhanced customer experience. You’ll be a strategic leader and a hands-on collaborator, working across functions and geographies to embed service excellence into the core of our digital operations.

• Define, build, and operationalize a new global service management capability within Quadient’s Digital function.
• Lead the implementation of a comprehensive Digital Service Catalogue and core ITIL-based processes, including Incident, Problem, Change Management, Service Introduction/Retirement, and more.
• Enhance and expand existing IT Service Management (ITSM) toolsets to support standardized workflows and enable automation.
• Work closely with Digital Operations teams across areas such as Applications, Infrastructure, End-User Computing, and Global Support.
• Establish service governance frameworks and Service Level Agreements (SLAs), underpinned by supplier agreements.
• Ensure all digital services are delivered in line with security, compliance, and regulatory requirements.
• Act as a service leader during operational incidents, risk events, or service performance issues—driving root cause resolution and continuous improvement.
• Collaborate with internal and external stakeholders to monitor supplier performance and operational KPIs.
• Promote a culture of continuous service improvement (CSI) across the global Digital team.

• Proven leadership experience in IT/Digital Service Management, ideally in a global environment.
• Certified ITIL practitioner (intermediate level or higher), with hands-on experience in implementing and operating service management frameworks.
• Deep knowledge of service delivery operations across areas like applications, infrastructure, security, and end-user computing.
• Demonstrated ability to lead change, align teams around process improvements, and influence stakeholders across geographies.
• Strong supplier management expertise, including contracting, performance tracking, and relationship management.
• Experience with cloud-first and hybrid service delivery models.
• Skilled in crisis management, expectation setting, and cross-functional communication.
• Fluent English (spoken and written); additional languages a plus.
• Willingness to travel internationally as needed.

Turn transformation into opportunity. Apply now.

Knowledge gaps can be filled. Even if you don’t satisfy every single requirement or meet every qualification listed, we still want to hear from you.