Senior Expert IT Service Management

Overview of the company

We, OMV Petrom Global Solutions, are proud members of the OMV IT community. OMV IT delivers industry best practice solutions which enable our business success in the Energy Production and Distribution industry. It is our vision to "Enable Success and Transformation!" and our mission to address this goal with the right capabilities, at the right time, with the right mindset.We are at the core of user experience on both sides of the isle: business and our consumer market. We challenge the status-quo. We are partnering with business experts to shape the future service portfolio of our digital tools. Thus, we have a key role in OMV’s Digital Transformation. Together, we are on a never-ending quest to test the edge of what is possible. We strongly believe each end every IT employee makes a difference in that respect.

Your tasks

• Own the governance framework of assigned ITSM processes (as process owner) across the Group – design, implement, document, operate, and continuously improve it with a high degree of autonomy, ensuring alignment with established principles, policies, and rules.
• Manage and monitor effective and efficient execution and performance of assigned processes; report overall process health to senior management and ITSM stakeholders using value‑oriented KPIs (strategic and operational), data insights, and market best practices to identify trends, actions, and optimization opportunities (e.g., automation, self‑service, tooling enhancements).
• Responsible for driving process maturity and enabling the seamless integration of run and change activities, ensuring continuous improvement and alignment with business objectives.
• Design benchmarking models and contribute to certification of IT processes against agreed standards.
• Oversee releases of the ITSM support platform by coordinating internal and external resources, in close alignment with the process community and application managers.
• Deliver strategic ITSM projects that create measurable business value, reduce costs, and improve end‑user satisfaction.
• Act as deputy (stand‑in) for the main Process Owner for the Incident, Problem, Change, and SRFM processes.
• Provide technical leadership and coaching to a small team of IT professionals to build capabilities and capacity in process management.
• Design and coordinate ITSM training formats and content, development programs, and certifications for ITSM experts.
• Provide expert guidance to colleagues and team leads/department managers on problem solving and issue resolution related to ITIL processes.

Your skills

• Education: Master’s degree in Technical Studies, Business Informatics, Computer Science, Project Management, Business Administration, or related field
• Relevant professional skills: >7 years
• Minimum 7 years’ experience in IT process & service management, IT service delivery, or operations within large, complex enterprises.
• Advanced knowledge and practical experience in IT Service Management (ITSM), with proven ownership of one or more ITIL processes.
• Advanced analytical and reporting skills, ability to abstract complex situations and provide actionable recommendations.
• Significant experience with ITSM tools (preferably ServiceNow) and ITIL v3/v4/v5 certification.
• Advanced understanding of digital trends and process automation in an enterprise context.
• Excellent communication, presentation, and stakeholder management skills; able to tailor messaging for diverse audiences.
• Fluent English; German/Romanian language skills beneficial.

Location

Bucharest

What OMV Petrom can offer

• Long weekend plans are always welcome - on Friday, our office hours end at 14.00.
• You can rely on a health insurance that covers medical treatment in a variety of private medical clinics.
• You can work from home, if the work activity allows.
• The number of your days off increase according to your work experience so that you'll enjoy more free time.
• We aim to make your vacation days happier, by paying each vacation day double.
• Are you a top performer? Your work can be rewarded each three months based on performance results.
• Additional days off and various financial support for different events like marriage, child birth, etc.
• Access to LinkedIn Learning and a variety of development programs.
• Do you prefer cars or bikes? We have free private covered parking.