ITSM Process SME KPI and Dashboard

ITSM Process SME KPI and Dashboard

JOB PURPOSE

The KPI and Dashboard work package is focused on identifying a suite of operational KPIs designed to monitor and report service performance. This includes operational SLA's and contractually monitored KPI's and dashboards - the purpose is to monitor health & performance, not to enforce contractual conditions.

Activities will include undertaking a rapid base-lining activity to establish a starting point for the SIAM function, planning and scoping the KPI/dashboard activity for 2013, developing processes for Service Measurement and Reporting, defining a model for dashboard access rights, and designing and deploying an initial version of a dashboard.

MAJOR ACCOUNTABILITIES

Ensure proper implementation of service integration and management 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 method 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 Programme.

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 master desired

Project Management certification in PRINCE 2, PMI, HERMES or similar desired

At least 6+ years experience in Service Level Management including KPI and dashboard reporting.

At least 6+ years experience in strategic/operational IT Service Management disciplines

Several years of experience in a major pharmaceutical company together with a good understanding of processes/methodologies/organization etc. desired

Profound experience with measurement and reporting tools.

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.