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Job Description
- Take in general all the processes ownership and be responsible for ensuring that the process is being performed according to the agreed and documented process and is meeting the aims of the process definition.
- Determining the overall strategy and requirements for the processes.
- Reviewing KPis and other metrics on a regular basis.
- Reviewing any proposed enhancements to the processes.
- Providing input to the on-going Service Improvement Program for Service Management.
- Addressing any issues with the running of the processes.
- Ensuring all relevant staff has the required training in the processes.
- User Training Delivery and/or Assessment
- Oversight of Organizational Change Management
- Assistance with Audit Readiness Program
- Facilitate training for IT staff for ISO 20000 foundation level of certification
- Act as a single point of contact for all process related activities
- Mentor and guide the Service Management team to achieve goals and targets.
- Works with process owners and technology owners to define technology requirements to support ITIL process strategy and road-map deployment.
- Drives continuous review to ensure that ITIL processes meet changing business unit condition.
- Determining the overall strategy and requirements for the processes.
- Reviewing KPis and other metrics on a regular basis.
- Reviewing any proposed enhancements to the processes.
- Providing input to the on-going Service Improvement Program for Service Management.
- Addressing any issues with the running of the processes.
- Ensuring all relevant staff has the required training in the processes.
- Own and manage the strategy management process
- Contribute in the service portfolio management process operation
- Facilitate the continual improvement of services across the organization.
- Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes .
Job Requirements
- BA of engineering or computer science
- 5+ Years of Experience.
- ISO 20000.
- ITIL certified Expert.
- Should possess knowledge and significant experience leveraging both IT solutions and business process improvements.
