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Responsibilities

• Responsible for managing the process design, implementation and regular operation of at least 2 of the 4 identified IT Service Management Processes
• Responsible for consistent end-to-end application of IM, PM, CM, and SLM Processes
• Conduct regular audits to ensure full compliance with the processes, SLAs, and determining potential areas for improvement
• Conduct process onboarding trainings and refreshers
• Regularly conduct process reviews, revisions and re-approvals, including the communication of process updates
• Take the lead to ensure smooth transition of IM, PM, CM and SLM process roll outs for new projects
• Manage and escalate if necessary any process-related issues in the delivery capabilities, including client capabilities when needed
• Analyze trends and determine a structured approach for preparing service improvement plans
• Provide monitoring and reporting against service improvement plan items
• Provide Account Teams with IM, PM, CM, and SLM process expertise for process engineering and service improvement in line with the ITSM frameworks
• Act as the lead for collaboration between the process teams, the account teams, and the tools team to ensure that the process requirements and improvements are realized into the tool specifications
• Understand the tool capabilities and limitations while at the same time ensuring that the ITSM process requirements are also satisfied
• Identification and management or mitigation of risks

Qualifications

• Strong working knowledge of ITIL V3 Incident, Problem, Change and Service Level Management processes
• Excellent communications skills both written and verbal
• Strong analytical and decision making skills
• Strong presentation and customer facing skills including, but not limited to, conducting process trainings, refreshers, updates and negotiating approaches on how to address identified issues
• Strong meeting management skills – able to effectively organize, drive, control, and document meetings ensuring that the agenda and action items are clearly understood by the participants
• Proficient in MS Office applications
• Excellent people management skills
• Excellent communications skills both written and verbal
• Good technical knowledge of Infrastructure Services
• Able to work effectively in a diverse and multi-cultural environment