Beschreibung
Wir von der emagine GmbH, suchen für unseren Kunden einen Problem Management Regional/GBU Process OwnerDesign
? Take-on the global Problem Management process and document GBU or account specific additions.
? Identify opportunities to introduce Problem Management process automation.
? Define local Problem Management process related reporting if required.
? Structuring of the Problem Management process team within the GBU SMC (to deliver on location strategy and appropriate cost model(s).
? GBU = Global Business Unit
? SMC = Atos MS Service Management Center (for Atos global key client in engineering and electronics sector and head quarter in Germany)
Implementation and Execution
? Implementation of specific Problem Management process, policy, rules and guidelines for all customers within the GBU.
? Management of the Customer specific additions to the global standards for GBU customers.
? Definition and documentation of additional GBU KPIs, reporting and key controls as required.
? Contribution to the reduction in the ‘cost of non-standard’ by driving the implementation of the global standard.
? Test the Problem Management process and monitor process performance.
? Execution of Problem Management process tasks.
? Responsibility for implementation of the Problem Management process and key controls including communication and training to ensure employees work in alignment with the global and regional/GBU Problem Management process.
? Ensuring that execution of the defined Problem Management process standard (and additional local elements) is adhered to in daily business according to agreed global KPIs, SLAs and budget.
? Responsibility for coordination of the Problem Management process across resources - account service team, SMC and (global) factory.
? Responsibility for managing security topics within Problem Management process management through close liaison with security and quality (QSR).
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Improvement/Governance
? Monitoring and measurement of Problem Management process performance in the GBU.
? Measure and report Problem Management process adherence (against local and global benchmarks) to ensure that the rules, guidelines and standards are adhered to and customer SLAs are achieved.
? Liaison with Problem Management Global Process Owners to identify and implement improvements to the process in order to increase effectiveness and performance.
? Identification of any opportunities for process automation– align with Problem Management Global Process Owner to implement changes.
? Plan and prepare for certification audits.
? Drive definition and implementation of corrective actions to completion after audit findings.
Strong team management skills.
Detailed knowledge of the theory and operation aspects of their process.
Significant experience of service delivery operation and service integration methodology.
Significant experience of SLA reporting and KPIs.
Experience of working within a multiple stakeholder environment.
Minimum 5 years ITIL Operational experience including detailed Problem Management experience and expertise. ITIL Foundation Certified.
Extensive understanding of the Atos IT Control Framework and the Atos organization.
In depth understanding of the Atos Service Management Model.
Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
Experience of Atos Origin Quality Management processes.
Successful track record of providing leadership and governance structures to deliver repeatable, high quality service delivery.
Relevant industry knowledge and technical Skills (Prince 2 practice and/or certification)
The Problem Management Regional/GBU Process Owner has the following key-skills:
Excellent interpersonal skills especially communication and presentation skills.
Able to plan, execute and monitor delivery.
Enthusiastic, pragmatic and self-managing.
Proven track record of collaborative working across service lines and practices.
Able to direct, support and mentor team members.
Able to manage resources to optimize efficiency.
Able to use a process framework, analytical tools and reporting to direct, monitor and evaluate progress and change.
Understands and has demonstrated the use of methods and techniques for the assessment and management of risk.
Builds long-term relationships with internal colleagues.
Excellent English communication skills (written and oral).
Ability to work independently and take decisions where necessary.
Successful delivery against commitments and deadlines.
Promotes and supports standardization and continuous improvement.
Wir freuen uns auf Ihre vollständige Bewerbung im WORD- Format unter Angabe Ihres Stundensatzes sowie Ihres Verfügbarkeitsdatums. Reference :J094870 Duration :12 MM Location : Munich (travel activities will occur from time to time) Languages : Deutsch/Englisch emagine GmbH Aguilar Boehmert, Michel-Daniel T : F :