Beschreibung
Task: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 =MS Service Management Center (for 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.
Requirements (Must have):
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.
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 IT Control Framework and the organization.
? In depth understanding of the Service Management Model.
? Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
Experience/Knowledge Desirable
? Experience of 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)
Beginn: 01.04.2014
Dauer: 01.04.2015
Branche: IT/Beratung