About this role
<style type="text/css"> table.MiTabla { max-width: 1020px;!important </style> <table border="0" cellspacing="0" cellpadding="0"> <tbody> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554718/SSFF_02_CLAYTON.jpg/4f428334-9cb2-1679-ffa2-c56b3cd1097b?t=1636640425916" alt="" align="top/"></td> </tr> <tr> <td> <p style="text-align:justify">Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.</p> </td> </tr> <tr> <td><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></td> </tr> </tbody> </table><p style="margin:8.0pt 0.0in 4.0pt;font-size:14.0pt;font-family:'Times New Roman', serif;color:#0f4761;font-weight:normal"><span style="color:black;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><strong>Summary</strong></span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">The Manager of Service Enablement & Continual Service Improvement is responsible for establishing and operating Grifols’ structured service enablement, service transition governance, and continual improvement capability.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">In a low-maturity ITSM environment, this role defines and institutionalizes the frameworks that ensure new or changed services are properly designed, documented, transitioned, measured, and continuously improved. The position ensures that services are not introduced into production informally or without operational readiness, but instead follow disciplined governance aligned to ITIL best practices and regulatory standards.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">This role bridges Service Design, Change, Demand, Operations, Platform Enablement, and Compliance to ensure service transparency, operational readiness, measurable performance, and structured maturity uplift across the organization.</span></p> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:8.0pt 0.0in 4.0pt;font-size:14.0pt;font-family:'Times New Roman', serif;color:#0f4761;font-weight:normal"><span style="color:black;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><strong>Primary Responsibilities</strong></span></p> <ul style="margin-top:3.0pt;margin-bottom:3.0pt"> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Establish and operationalize a formal Continual Service Improvement (CSI) framework aligned to ITIL v4 principles.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Design and maintain a centralized CSI register with defined ownership, prioritization criteria, measurable outcomes, and executive visibility.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Conduct structured ITSM maturity assessments and define phased improvement roadmaps aligned to uplift targets.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Define measurable performance indicators across ITSM disciplines, including MTTR, SLA adherence, change stability, service quality, knowledge deflection, and service transition effectiveness.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Establish governance standards for Service Transition and hand-over, ensuring that new or materially changed services are formally reviewed, documented, validated, and accepted prior to operational release.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Define Service Transition criteria including operational readiness checklists, support model validation, knowledge article readiness, CMDB alignment, SLA definition, training completion, and support ownership confirmation.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Facilitate structured service hand-over reviews in collaboration with Change, Demand, Service Desk, Deskside, Platform Enablement, and IT Asset Management to prevent uncontrolled releases into operations.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensure that service catalogue entries, documentation artifacts, and workflow configurations are aligned and updated as part of transition governance.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Partner with Knowledge and Service Catalogue owners to ensure services are clearly defined, SLA-aligned, documented, and measurable before go-live.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Analyze operational data, trend reports, user feedback, and audit findings to proactively identify improvement and stabilization opportunities.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Provide structured executive reporting on maturity progression, CSI outcomes, transition quality metrics, and service stability trends.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Collaborate across Process Governance, Platform, and Operational teams to ensure improvement initiatives are governed, feasible, and traceable to measurable outcomes.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Embed disciplined review cycles to assess effectiveness of implemented improvements and service transitions.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Ensure all improvement initiatives, transition artifacts, and governance documentation are audit-ready and compliant with SOX, GxP, and internal quality requirements.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Promote a culture of accountability, transparency, and structured operational discipline across global IT.</span></li> </ul> <p style="margin:0.0in;font-size:12.0pt;font-family:'Times New Roman', serif"> </p> <p style="margin:8.0pt 0.0in 4.0pt;font-size:14.0pt;font-family:'Times New Roman', serif;color:#0f4761;font-weight:normal"><span style="color:black;font-size:10.0pt;font-family:arial, helvetica, sans-serif"><strong>Qualifications</strong></span></p> <ul style="margin-top:3.0pt;margin-bottom:3.0pt"> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Bachelor’s degree in Information Technology, Business, Engineering, or related discipline; Master’s preferred.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Minimum 7+ years of ITSM, service governance, or operational improvement experience.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Demonstrated experience establishing structured improvement and service transition frameworks in enterprise environments.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Strong knowledge of ITIL v4 Continual Improvement and Service Transition principles.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Experience conducting maturity assessments and building measurable uplift roadmaps.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Familiarity with regulated IT environments (SOX, GxP, GDPR).</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Experience with ServiceNow ITSM modules, reporting, and governance workflows.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">Strong analytical, facilitation, and executive communication skills.</span></li> <li style="margin:3.0pt 0.0in 3.0pt 24.0px;font-size:12.0pt;font-family:'Times New Roman', serif"><span style="font-size:10.0pt;font-family:Arial, sans-serif">ITIL v4 certification required</span></li> </ul><p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Third Party Agency and Recruiter Notice:</span></span></p> <p style="margin-bottom:11.0px"><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.</span></span></p> <p style="margin-bottom:11.0px"> </p> <p style="margin-bottom:11.0px"><strong><span style="font-size:11.0pt"><span style="font-family:Calibri, sans-serif">Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.</span></span></strong></p> <p> </p> <p><img src="https://staticweb.grifols.com/documents/675849/2554709/SuccesFactors_1020x93_jobposting_line_test.png/e2cffc87-a707-9e08-b5ef-081cae1f1ecf?t=1636640341637" width="100%"></p> <p><strong>Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton</strong> </p> <p> </p> <p><a href="https://www.grifols.com/en/what-we-do" target="_blank" rel="noopener">Learn more about Grifols</a></p> <p> </p>