Service Management Process Manager

Service Management/Governance/ITIL/ITSM

This is for a large European wide project for a major global end client

Key Requirements
*Minimum of 5 years of related IT business work experience
*Must have 3+ years of operational support experience
*Experience working collaboratively in a multi-regional environment and team
*Excellent communication skills via phone, telepresence, email, and other media
*Ability to work independently with remote management
*Solves highly complex problems within their work team
*Strong skills in cross-cultural communication
*Strong influential leadership skills ITIL foundation certification preferred
*Change management experience required LSS experience a plus

Key Objectives
*Executes service management governance and process framework for ITIL disciplines including controls and compliance management with support for all others
*Provides data quality analysis & data cleansing activities from a number of sources
*Facilitates between Region leadership to reconcile disparate practices and ensures these are taken into account/discussed with the global team when defining a Global approach or modifications to ITIL functions
*Works with Region leadership to coordinate process improvement
*Ensures ITSM controls are understood, monitored, executed, and remediation take place in a timely manner
*Ensure compliance of internal and external partners in appropriately accounting for assets and services
*Supports the employment of tools to ensure the accuracy currency of records and advises data owners in data quality issues
*Work with region SM teams to implement tools(updates) and processes while ensuring appropriate protection of the existing operating environment
*Communicates roadmaps, design patterns, artifacts, and high level designs, procedures, and training materials for ITIL processes & controls
*Establishes Sector controls testing & remediation processes
*Develops and publishes operational support processes, controls and reporting documentation and delivers training
*Monitors process compliance
*Trains back line support teams(train the trainer) on service management processes and tools
*Builds a deep understanding of the business and builds relationships with a client group and leverages this understanding to influence predictive support of systems and applications
*Builds a deep understanding of operational requirements and builds relationships with production support teams to meet their needs

Percent Travel: 15%