Regional Service Management Office (RSMO) Lead

Job Title: Regional Service Management Office

Location: Poland

Job Details: Remote Work

Are you looking to accelerate your career path in a stimulating, fast-growing business? At Inchcape, we’re pursuing an exciting strategy to evolve our global business and lead our industry’s transformation.

Establish and run a lightweight Regional Service Management Office that sets minimum standards for ITSM practices, creates a single source of truth for metrics, and governs IT Service Continuity / Disaster Recovery (DRP) across countries. The role enables consistent local execution by country SDMs, improves data-driven decision making, and reduces operational risk while the business scales.

What you’ll do

• Practice governance: support minimal, adoptable regional process definitions aligned with the Global definition (Incident, Request, Change/Release, Problem, Knowledge, Service Catalog, CMDB, patch management) with regional RACI and health checks.
• Analytics & reporting: Monitor the KPI dictionary and data definitions with the global team; deliver Weekly Ops and Monthly Executive dashboards (e.g., MTTA/MTTR, SLA/OLA, backlog, change success, capacity trends).
• Service Change: Maintain the regional change calendar and chair CAB/ECAB to reduce release conflicts.
• DRP governance (IT Service Continuity): support necessary stakeholders to define/review BIA/RTO/RPO standards, regional DR test plan (tabletop/restore/failover), evidence management, and the DR scorecard; execution remains with Infra/App Owners and country SDMs.
• Tooling & data quality: Functional owner for ITSM workflows for the region; monitor CMDB data model and work with SDMs to maintain data quality/discovery integration.
• Standardisation & synergies: Identify cross-country synergies, and standardise applications and infrastructure patterns where feasible. (Aligned with your emphasis on regional standardisation.)
• Compliance & audit readiness: Partner with Security/Compliance/SDMs to monitor ITSM/DRP evidence for audits (e.g., GDPR/ITGC/MCF controls) and ensure processes are followed consistently across markets.
• Transition to BAU: Ensure projects are transferred into BAU with clear ownership, support models and KPIs. (Mirrors your “transfer of Projects into BAU” requirement.)
• Documentation: Maintain regional policies, procedures, user guides and FAQs for Service Management and DRP.
• Supplier performance governance: Standardise SLA/KPI templates with local providers; track regional performance with country SDMs and escalate systemic issues.
• Community of Practice: Lead the SDM community; publish quarterly improvements and share reusable assets (templates, automations).

About you
To be successful in this role you will be:

• 8–10 years in IT Service Delivery/ITSM, including multi-country/regional governance.
• Proven track record standardising ITSM practices and landing executive dashboards with clear, comparable KPIs.
• Depth in Change/Transition and DRP governance (BIA/RTO/RPO, test orchestration).
• Hands-on with ITSM/CMDB tooling (e.g., ServiceNow/JSM) and analytics (Power BI/Tableau).
• Excellent communication at all management levels; crisp written English.
• Experience with compliance/audit frameworks (e.g., GDPR/ITGC/MCF) desirable.
• Certifications preferred: ITIL 4, BCM/DR or ISO-related, Agile/Lean.
• Automotive industry exposure is a plus.