IT Process Excellence Specialist
About this role
Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.
We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.
At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.
Job Title: IT Process Excellence Specialist
Responsibilities
- ITSM Process Governance & Management
- Oversee the end-to-end management of ITSM processes, ensuring standardization, consistency, and alignment with ITIL best practices.
- Define, implement, and continuously improve ITSM processes across all IT domains (Incident, Problem, Change, Request, etc.).
- Ensure process documentation, training, governance frameworks, and operating procedures are maintained and globally adopted.
- Performance Monitoring & Reporting
- Define and manage KPIs, SLAs, and operational metrics to measure IT service performance and process effectiveness.
- Establish robust reporting frameworks to provide transparency on IT performance across all IT functions.
- Analyze data trends and proactively identify improvement opportunities to enhance service quality and user experience.
- Cross-Functional Collaboration & Transparency
- Work closely with IT functions (Infrastructure, Applications, Service Desk, Security, etc.) to ensure alignment on performance management and process adherence.
- Drive a culture of accountability and transparency across IT through consistent reporting and performance reviews.
- Act as a key interface between IT teams and stakeholders to ensure clarity on service performance and improvement initiatives.
- Governance & Stakeholder Management
- Lead and facilitate governance forums aligned with SIAM team (e.g., Service Reviews, Problem Review Boards, Change Advisory Boards) with IT stakeholders and business partners.
- Ensure clear ownership, accountability, and follow-up of actions arising from governance meetings.
- Provide executive-level insights and recommendations to support decision-making.
- Continuous Improvement & Process Optimization
- Drive continuous improvement initiatives based on data-driven insights and business feedback.
- Identify automation and optimization opportunities to increase efficiency and reduce operational overhead.
- Promote adoption of best practices and innovation in ITSM processes, including AI/automation where applicable.
- Qualifications and Experience
- Proven experience in IT Service Management (ITSM), Process Excellence, or Service Governance roles.
- ITIL certification strongly preferred (e.g., ITIL Intermediate, ITIL Expert, or ITIL 4 Managing Professional).
- Experience in defining and managing KPIs, SLAs, and performance reporting.
- Demonstrated ability to drive governance and stakeholder engagement at multiple organizational levels.
- Strong analytical, communication, and influencing skills.
- Experience working in global, cross-functional environments.
- Bachelor’s or Master’s degree in IT, Engineering, or a related field.