IT Service Management Process Manager

Key responsibilities

• - Single point of contact for all relevant ITSM Processes
  
• - Serve as owner and manager of the (Major) Incident, Change, Configuration, Knowledge, Request Fulfillment and Problem Management processes, with overall accountability for process strategy, execution and continual improvement
  
• - Review trends and driving improvement plans
  
• - Monitor the effectiveness of known errors and make recommendations for improvements
  
• - Monitor to ensure that process Service Level agreements are respected
  
• - Proactive in identifying problems, analyse and help recommend service improvement plans
  
• - Follow up issues and progress with problem owners where necessary
  
• - Communicating all the problems/major incidents and their impact to all stakeholders
  
• - Advocates the benefits and importance of integrated mature processes
  
• - Coaches internal staff in day-to-day process activities
  
• - Prevents recurrence of issues by helping to identify root cause and implementing fix
  
• - Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Knowledge, Change, Configuration Management,….)
  
• - Responsible for preparing daily/weekly/monthly ITSM Process reports both on an operational and executive level
  
• - Responsible for preparing various KPIs
  

• - Participate in post mortem meetings and drive teams to identify root cause including well defined corrective/preventative action plans
  
• - Manage ticket lifecycle by ensuring that respective Incidents, Problems or Changes are identified, recorded and tracked to resolution in line with agreed resolution plans
  
• - Proactively identify operational issues and trends
  
• - Drive towards solutions working directly with Service Owners
  
• - Monitors ITSM Process KPIs
  
• - Facilitates or participates in ITSM management meetings with focus on recent major incidents, Root Cause Analysis status, incident trending, and operational issues
  
• - Organising and chairing ITSM Process Meetings
  
• - Driving investigations to identify the root cause of Problems/Major Incidents, mitigating actions and service improvement initiatives (Including People, Process and Technology elements)
  
• - Audit the process periodically to ensure adherence
  
• - Evaluate Customer Satisfaction Survey results in order to identify and drive improvements to the end user experience
  
• - Work with all internal (local & global) technical teams, Service Management and internal clients

• - Experience working with ServiceNow
  
• - Experience with reporting, KPIs and operational/performance metrics
  
• - General understanding of enterprise IT systems and their interdependencies
  
• - Strong exposure to ServiceNow with a clear understanding of how tools should be used to support ITSM process activities
  
  

• - Overall knowledge of ITIL methodology and able to align/map this to interna, Cloud or 3rd Party provided services
  
• - Energetic
  
• - Excellent work ethic
  
• - Team player
  
• - Service & customer minded
  
• - Negotiation skills
  
• - Stress resilient
  
• - Collaborates constructively
  
• - Motivates colleagues
  
• - Innovates and takes initiatives
  
• - Makes decisions, on time and in complex situations
  
• - Risk aware
  
• - Expert Coordination & troubleshooting skills required during (complex) IT technical investigations
  
• - Ability to work in a large and matrixed corporate environment