ITSM Process SME ITSM Training

 ITSM PROCESS SME ITSM TRAINING

JOB PURPOSE

The ITSM Training work package is focused on delivering a training program to support the transition to the new operating model.

Supporting activities will include developing a training plan, creating a Matrix of target associates to be trained, mapping service integration and management SIAM training to specific associates, developing a certification and knowledge ranking approach, and creating training content that will be used during the training delivery phase.

Content development will include many facets of the new Global IT Infrastructure Services GIS operating model, including the SIAM and IT Tools and Processes ITTP functions.

MAJOR ACCOUNTABILITIES

Ensure proper implementation of SIAM and GIS operating model standards, processes and methods.

- Support the project teams in understanding the benefits of the Service Development method and in applying it to their projects and services.
- Interface between the SIAM governance function and Service projects to ensure processes and projects are aligned.
- Support the evolution and further development of methods, processes and artifacts related to the SIAM operating model, including the creation of material related to these.
- Create process designs, templates and deployment approaches related to SIAM operating model.
- Develop training material for procedures, methods and artifacts related to the Service Development Method.
- Perform trainings on the usage of the Service Development menthod and the related deliverables, for example to projects and services teams.

KEY PERFORMANCE INDICATORS/MEASURES OF SUCCESS

Early adopter projects and services operate according to the defined SIAM operating model, using the methods, procedures and deliverables defined therein.

- Adhere to defined management and delivery processes for IT projects and other Policies relevant to the project scope.
- Actively engage in collection and performing of lessons learned to improve knowledge and processes in SIAM and Gemini.
- Satisfaction of key customers, which include the supported services and project teams.

ROLE REQUIREMENTS

FLUENT IN ENGLISH AND GERMAN - ORAL AND WRITTEN.

- University Degree M.Sc. in Informatics, Electrical Engineering, Computing or similar area
- ITIL V3 Foundation certification mandatory, ITIL V3 Expert desired
- Project Management certification PRINCE 2, PMI, HERMES desired
- At least 6+ years experience in Training Development especially in the area of ITSM.
- At least 6+ years experience in strategic/operational IT Service Management disciplines.
- Several years of a major pharmaceutical corporation experience together with a good understanding of processes/methodologies/organization etc. desired.
- Profound training experience in corporate environment  
- Profound experience with MS Office Tools, MS SharePoint and MS Project.
- Team player in a challenging corporate IT environment.
- Ability to work in an international as well as multicultural environment.
- Very good written and verbal communication skills.
- Flexibility and experience in prioritizing tasks.
- Ability to deal with variable workload.
- Demonstrable leadership skills within a global Matrix organization.
- Strong outcome-driven mindset.
- Excellent communication and change management skills.
- Ability to engage with global, multicultural, multifunctional teams.