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Service Request Process Manager
Eingestellt von Synectics
Gesuchte Skills: Engineering, Design
Projektbeschreibung
RESPONSIBILITIES INCLUDE:
- Manage the operational performance of process capabilities across the enterprise.
- Assist with process design and technology roadmaps associated with the process capability.
- Lead adoption of the end-to-end process with all internal and external service providers. Assists in procedure development with service providers necessary to execute activities of the process.
- Participate in project management and detailed planning during implementation and transition to steady state operation.
- Tracks process performance across all functional areas and services, including service provider (internal and external) adherence to defined process and procedures.
- Manage the Service Request Catalog capabilities (across internal and external sources) to ensure consistent end-user experience.
- Identify improvement initiatives based on KPIs and customer/end-user feedback.
- Liaison to the ITSM governance committees for the performance of the process.
SKILLS
POSITION REQUIREMENTS:
- Bachelor's degree in Business, Computer Science/Engineering or related field required.
- MUST have experience deploying a service request portal and underlying workflow to deliver automated service request capabilities
- 10+ years of demonstrated success in IT
- 3+ years of experience in ITSM process management and/or implementation.
- Participation in process oriented initiatives for large, globally dispersed organization.
- Strong understanding of Service Request Management and the associated ITSM technology capabilities that underpin the processes.
- Demonstrated business effectiveness skills such as relationship management, performance management and deploying processes for maintaining optimal IT service.
- Demonstrated ability to understand customer and end-user experience as it relates to consumption of IT services.
- Experience deploying a service request portal and underlying workflow to deliver automated service request capabilities.
- Solid track record in process management, including working with and managing processes across disparate service organizations.
- Passionate and driven individual with excellent verbal, written and presentation skills.
- Proven track record in mentoring and developing team members.
- Strong leadership and interpersonal skills. Able to relate to a wide range of technical staff, managers and 3rd party service providers.
- ITIL Foundation Certification(s) preferred.
Synectics is an Equal Opportunity Employer.
Projektdetails
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Einsatzort:
Waukegan, Vereinigte Staaten
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Projektbeginn:
asap
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Projektdauer:
Keine Angabe
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Medien/Design, Ingenieurwesen/Technik