Context The role is part of a team of 4 process managers under the responsibility of the Project Coordinator : this team design, drive and control processes supporting our organization.
Processes are mainly related to Service Design, Transition and Operation. Objectives and responsibilities Objectives : Design, implement, measure and improve IT process to ensure adherence and efficient delivery of IT services Responsibilities : Lead the design and implementation of processes using best practice and Lean knowledge Periodically measure process performance and identify improvement opportunities Oversee efforts to build organizational understanding of the process (purpose, outcomes, expected impact, rationale and need) Routinely monitor process adoption and use and identify opportunities increase both Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs Monitor and report activities / exceptions that do not adhere to the defined process Influence all levels of IT management to ensure that process improvement activities are receiving the necessary support and resources Proactively communicate important process changes and supporting rationale Fully utilize ITSM systems / processes and specialized techniques for continuous improvement Technical skills Expert level IT Service Management and ITIL knowledge experience Expert experience with ITSM tools Expert level process design capability Experience leading complex initiatives or projects Experience directing in a matrixed environment Experience directing in a matrixed environment Experienced technical writing capability Experience with Middelware software / COTS ITIL certified Task follow-up tools such as Jira Soft skills Ability to work and communicate in a multi-cultural environment Effective leadership, organization, and planning skills, with ability to handle changing priorities Excellent communications, interpersonal and influencing skills Ability to track record of on time delivery;
ability to drive projects to successful conclusion using influencing tools Must be a self-starter, able to work in team environment and motivate others Service-oriented mind-set Fluency in English (written and spoken) is essential.
Any other European language is a plus Experience At least 5 years relevant operational experience in information Technology Service Management or similarly relevant experience Other requirement : EU citizenship