Service Enablement & Continual Service Improvement Manager

Location NC-Clayton, US Contract Type Regular Full-Time Area

INFORMATION SYSTEMS

Overview 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 institutionalises 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 organisation. Primary Responsibilities Establish and operationalise a formal Continual Service Improvement (CSI) framework aligned to ITIL v4 principles. Design and maintain a centralised CSI register with defined ownership, prioritisation 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 artefacts 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. Analyse operational data, trend reports, user feedback and audit findings to proactively identify improvement and stabilisation 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 the effectiveness of implemented improvements and service transitions. Ensure all improvement initiatives, transition artefacts 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, non‑expired, 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. Equal Employment Opportunity Statement Grifols provides equal employment opportunities to applicants and employees without regard to race, colour, 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. #J-18808-Ljbffr Grifols, S.A