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Service Request Process Manager

Eingestellt von Synectics

Gesuchte Skills: Engineering, Design

Projektbeschreibung

The Service Request process manager is responsible for the operational performance of service request catalog capabilities across the company IT service provider landscape. They will participate in the design of the global process capability and lead the adoption efforts during implementation and transition to the steady state. Once the process is operational, focus will shift to managing performance of the process across all company functional support areas, 3rd party service providers and the associated service request technologies and interfaces (end-to-end).

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

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Synectics