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IT Service Management Platform

1 month ago

Euclid, United States Lincoln Electric Full time

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 11,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

Location: Euclid - 22801- Cleveland, OH,United States (US)
Employment Status: Salary Full-Time
Function: Information Technology
Req ID:25008

Lincoln Electric is seeking an experienced IT Service Management (ITSM) Platform & Process Manager to lead a team of 5+ direct reports responsible for ITSM processes and ITSM platform development/configuration. The ideal candidate will have a strong background in IT service management, ITIL processes, and ITSM platform deployment, operations, development and configuration. The IT Service Management Platform Manager will be responsible for ensuring the ITSM platform is configured to meet the needs of the organization and that ITSM processes are followed to ensure the delivery of high-quality IT services.

In addition to competitive pay, Lincoln Electric offers a lucrative profit-sharing plan, student loan repayment program PLUS tuition reimbursement, medical/dental/vision, paid time off and many more outstanding benefits

What You Will Do:

  • Select and implement an ITSM System that meets all defined requirements for current needs (standard ITSM processes of Incident Management, Request Management, Change Management, Problem Management, Configuration Management, Asset Management, Self Service Portal, Knowledge Management, and AI Chat Bots) and future needs (Project & Portfolio Management, Time Tracking, Resource Management & Forecasting). Post-implementation activities will include continuous improvement of existing service management processes.
  • Implement and continuously refine the self-service portal for IT end users to ensure a frictionless experience
  • Develop and maintain ITSM processes and associated documentation to ensure the delivery of high-quality IT services
  • Configure, maintain and enhance the ITSM platform to meet the needs of the organization
  • Ensure the ITSM platform adheres to Lincoln Electric IT Security policies
  • Establish governance to ensure that ITSM processes are followed and that the ITSM platform is used effectively to deliver quality IT services
  • Work with other IT teams to ensure that the ITSM platform integrates with other systems to automate workflows and manual tasks
  • Develop and maintain ITSM platform documentation, including user guides and training materials
  • Provide training and support to IT staff on the use of the ITSM platform
  • Monitor and report on ITSM platform performance and usage
  • Deliver and measure the following benefits of an ITSM platform and discipline:
    • Improved customer satisfaction and increased productivity
    • Automation of processes, reducing the need for manual intervention and improving efficiency which can lead to cost savings and increased productivity
    • Real-time visibility into IT operations to identify and address issues quickly leading to improved decision-making and reduced downtime
Required Education & Experience
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • 10+ years of experience in IT Operations
  • 5+ years of experience in IT service management
  • Proven experience in IT Operations management within a global industrial manufacturing company
  • Knowledge of IT project management methodologies, IT cost structures, and IT suppliers
  • Strong knowledge of ITIL processes
  • Experience with ITSM platform deployment, operations, development and configuration
  • Experience leading a team of IT professionals
  • Excellent communication, presentation, and interpersonal skills with the ability to convey complex information to non-IT stakeholders and Executives
  • Strong analytical and problem-solving skills
  • Demonstrated ability to work collaboratively in a cross-functional matrixed environment and build strong working relationships
  • Ability to think and act strategically
  • Strong organizational & interpersonal savvy in order to navigate the organization, and influence others at all levels of the organization
  • Maintain a constant focus on efforts to improve performance, quality and efficiency of work processes within the IT organization
  • Ability to build organizational capability by managing team performance and encouraging high performance by inspiring and motivating others
  • Stay up-to-date on industry trends and best practices in ITSM, and apply this knowledge to drive efficiencies and increased productivity
  • ITIL certification is a plus


Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.

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