Service Enablement & Continual Service Improvement Manager

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.

Summary

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.

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.

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.

Primary Responsibilities

• Establish and operationalize a formal Continual Service Improvement (CSI) framework aligned to ITIL v4 principles.
• Design and maintain a centralized CSI register with defined ownership, prioritization criteria, measurable outcomes, and executive visibility.
• Conduct structured ITSM maturity assessments and define phased improvement roadmaps aligned to uplift targets.
• Define measurable performance indicators across ITSM disciplines, including MTTR, SLA adherence, change stability, service quality, knowledge deflection, and service transition effectiveness.
• 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.
• Define Service Transition criteria including operational readiness checklists, support model validation, knowledge article readiness, CMDB alignment, SLA definition, training completion, and support ownership confirmation.
• 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.
• Ensure that service catalogue entries, documentation artifacts, and workflow configurations are aligned and updated as part of transition governance.
• Partner with Knowledge and Service Catalogue owners to ensure services are clearly defined, SLA-aligned, documented, and measurable before go-live.
• Analyze operational data, trend reports, user feedback, and audit findings to proactively identify improvement and stabilization opportunities.
• Provide structured executive reporting on maturity progression, CSI outcomes, transition quality metrics, and service stability trends.
• Collaborate across Process Governance, Platform, and Operational teams to ensure improvement initiatives are governed, feasible, and traceable to measurable outcomes.
• Embed disciplined review cycles to assess effectiveness of implemented improvements and service transitions.
• Ensure all improvement initiatives, transition artifacts, and governance documentation are audit-ready and compliant with SOX, GxP, and internal quality requirements.
• Promote a culture of accountability, transparency, and structured operational discipline across global IT.

Qualifications

• Bachelor's degree in Information Technology, Business, Engineering, or related discipline; Master's preferred.
• Minimum 7+ years of ITSM, service governance, or operational improvement experience.
• Demonstrated experience establishing structured improvement and service transition frameworks in enterprise environments.
• Strong knowledge of ITIL v4 Continual Improvement and Service Transition principles.
• Experience conducting maturity assessments and building measurable uplift roadmaps.
• Familiarity with regulated IT environments (SOX, GxP, GDPR).
• Experience with ServiceNow ITSM modules, reporting, and governance workflows.
• Strong analytical, facilitation, and executive communication skills.
• ITIL v4 certification required

Third Party Agency and Recruiter Notice:

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.

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.

Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton

Learn more about Grifols