IT Process Manager, 5+ years experience

General

We are looking for a detail oriented IT Process Manager who will enhance the capabilities of our client’s team.

Responsibilities/Activities

• Design, document and release IT processes by following the ITIL methodology, in alignment with stakeholders
• Perform desk research and organize discovery sessions with process Subject Matter Experts in order to design processes
• Ensure the newly designed local processes are fit for purpose, efficient and effective and aligned with the minimum standards, policies, processes, and frameworks
• Define process metrics
• Collaborate with Performance Manager & Data Analyst for implementing process metrics
• Document process and submit it for approval
• Create awareness for designed and approved processes via dedicated sessions and materials readily available for main stakeholders
• Ensure process documentation and related work instructions are correctly stored and communicated across the organization
• Collaborate with Knowledge Manager and provide support for building process trainings
• Analyse process performance indicators, identify trends and patterns and generate improvement ideas
• Collaborate with Continuous Process Improvement Manager and coordinate the end-to-end review of the existing processes as per the agreed calendar and manage stakeholder communication across multiple lines of business on process changes
• Attend process guilds
• Communicate any change related to the processes
• Act as SPOC for any process clarifications required by the organization
• Focus on closely monitoring and providing support for the Change Deployment management process and for identifying and implementing improvement actions associated to this critical process

Requirements

Technical

• At least 5 years of relevant experience in IT
• At least 3 years of experience in a previous ITSM role (process design, execution and continual improvement)
• At least 1 year of experience in a previous role that involved Change
• Experience in deployment activities
• Applied knowledge of IT processes (as defined by ITIL)
• Proficiency with MS Excel, PowerPoint, Word & Visio
• Experience with Agile and DevOps principles

Education

• University degree in Computer Science or other related fields preferred

Others

• Good level of English, verbal & written
• Ability to work with stakeholders from different levels of the organization
• Ability to work under minimum supervision in a complex and dynamic environment

Nice to have requirements

• Knowledge of ITSM tools, SharePoint, Confluence
• ITIL/Lean Six Sigma/COBIT certification