Problem Manager Regional/GBU Process Owner (m/w)

Beschreibung

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Problem Manager Regional/GBU Process Owner (m/w)

Aufgabenstellung im Projekt:

Design

- 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 = Service Management Center (for 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).

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.

Die Anforderungen des Kunden an Sie:

Experience/Knowledge Essential
- 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/Knowledge Desirable
- 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)

Einsatzort: vor Ort München, Remote eher unwahrscheinlich
Arbeitszeit: Full time, 5 days/week, occasionally travel activities within Germany
Projektstart : 1. April 2014
Dauer: bis 31. März 2015 (bei quartalsweiser Beauftragung)

Wir freuen uns auf Ihr Profil !

Für Rückfragen stehe ich Ihnen selbstverständlich gerne auch telefonisch zur Verfügung.

Freundliche Grüße / Best Regards

Frank Gregorowius

HR Consultant
IT Services



Friedrich-Ebert-Platz 7-11
D-51373 Leverkusen

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51306 Leverkusen

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Web: www.jobactive.de
Geschäftsführung: Dr. Timm Eifler, Arne Östlind, Christian-Peter Beyer
Sitz der Gesellschaft: Leverkusen | Amtsgericht Köln, HRB 49785