Senior Enterprise Service Management (ESM) Lead (m/f/d)

Location: Porto, Portugal

Company

hirify.global is a global technology company providing integrated hardware, software, and digital services for intelligent manufacturing and supply chain solutions.

What you will do

• Own and continuously evolve the Enterprise Service Management framework, including strategies, policies, standards, governance models, and operating procedures.
• Govern the enterprise service portfolio and catalog, ensuring services have accountable owners, lifecycle standards, SLAs, OLAs, and operational controls.
• Own governance for incident, request, problem, change, service level, knowledge, asset, and continual improvement management.
• Define and manage KPIs, SLAs, XLAs, dashboards, reporting frameworks, and service performance reviews.
• Lead process maturity assessments, continual service improvement programs, automation initiatives, self-service, and shift-left strategies.
• Advise executive leadership and partner with service owners, process managers, platform teams, and business stakeholders on service transformation, risk, compliance, and operational excellence.

Requirements

• Bachelor's degree in Information Technology, Engineering, Business Administration, or a related discipline.
• 8+ years of experience in IT Service Management or Enterprise Service Management.
• 5+ years of experience in process ownership, governance, service management leadership, or transformation roles.
• Deep knowledge of ITIL 4 and Enterprise Service Management best practices.
• Experience with ServiceNow or comparable Enterprise Service Management platforms, including CMDB, service mapping, reporting, and automation governance.
• Strong analytical, strategic thinking, problem-solving, communication, stakeholder management, and influencing skills, with experience in global and multi-regional service organizations.

Culture & Benefits

• Work within a groupwide shared service organization supporting hirify.global companies across HR, IT, and Finance.
• Benefits vary by country of employment and are discussed individually during the interview process.
• The position is covered by the Collective Labour Agreement of FETESE.
• hirify.global welcomes applicants regardless of gender, nationality, ethnic or social origin, religion or belief, disability, age, sexual orientation, identity, or other protected status.

Hiring process

• Country-specific benefits and employment details are discussed during the interview process.
• Applications are accepted through the designated “Apply now” process.