Beschreibung
• Role: CSI Manager• Mode of hiring: Permanent
• Work location: Wolfsburg, Germany.
• Language: English & Fluent German (mandatory)
Role – CSI Manager (Onsite)
Responsibilities –
1. The CSI Manager develops the CSI process continuously.
2. Ensuring that the given processes, methods and procedures are used for continuously improving services and processes.
3. Recommendations for improving process and service quality.
4. Reviewing the effectiveness of service improvement measures.
5. Support for ISO 20000 based process improvement.
6. Support for improvements based on CSI goals that are not contractually agreed.
7. Provision of CSI reports.
8. CSI Reporting.
Tasks "Improvement based on contractually agreed goals":
a. Assessment of the achievement of objectives for the contractually agreed goals (Critical Service Levels, Key Measurement) and forecast for the achievement of these goals. For this purpose, suitable methods have to be developed.
b. Definition and monitoring of improvement measures to achieve these goals.
c. Assist process managers in the development and maintenance of process-specific goals, KPIs and target values.
d. Produce reports regarding target achievement.
e. Presentation of improvementsresults of contractually agreed goals in status jour fixes and other committees (if required).
Tasks "Target management":
a. Assisting management in developing, aligning and maintaining CSI goals and KPIs.
b. Coordinate target values for KPIs (e.g. ISO -based process goals for one calendar year for all agreed ISO 20000 processes) with management.
c. Assisting process managers in the development and maintenance of process-specific goals, KPIs and target values.
d. Integrate CSLs, Key Measurements, CSI goals and process-specific goals into a consistent target system.
e. Monthly determination the status of goal achievement.
f. Monitoring the trends of goal achievement.
g. Creating forecasts for goal achievement.
h. Initiation of measures to achieve the objectives if the achievement of objectives is jeopardized.
i. Produce reports with regard to goal achievement.
j. Presentation of goal management results in status jour fixes and other committees (if needed).
Tasks "ISO 20000-based process improvement":
a. Evaluation of the service processes and forecast for the achievement of the process goals.
b. Monitoring of improvement measures of the process managers.
c. Verification of the effectiveness of improvement measures for service and process improvements.
d. Produce reports regarding ISO 20000 compatibility (current situation, defined measures, forecasts).
e. Presentation of reports in status jour fixes and other committees (if required).
Tasks "Improvement based on CSI goals that are not contractually agreed (CSLs, KMs)":
a. Assess the achievement of objectives for CSI metrics and forecast for achieving these goals.
b. Definition and monitoring of improvement measures to achieve these goals.
c. Produce reports with regard to target achievement.
d. Presentation of the results of the improvement based on CSI goals in status jour fixes and other committees (if needed).
Tasks "Monitoring action management":
a. Review the quality of the documentation of improvement measures based on quality reports.
b. Review of the quality of the improvement process.
c. Review the implementation quality of action management activities.
d. Review the reports regarding action management.
e. Presentation of the results in status jour fixes and other committees (if required).
Skills & Knowledge –
1. Strong analytical skills.
2. Stringent and systematic approach.
3. Organizational and planning assets.
4. Ability to guide other employees involved in CSI actions.
5. Practical experience in Continual Service Improvement.
6. Well-founded cross-functional ITIL and IT service process knowledge.
7. Knowledge of the tools “JIRA” and “Confluence”.