YOUR TASKS AND RESPONSIBILITIES
- Ensure that processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives, incl. escalations up to management level in case of deviation
- Ensure compliance with quality management, IT security, license management, contracts, financials, ICS, and other IT-related processes in the country, incl. corrections in case of deviations
- Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities
- Escalates, analyzes, and resolves service performance issues
- Facilitate and participate in process audits
- Register and implement process improvements based on audit findings
- Review Customer Satisfaction Survey information and take appropriate action
- Capture the details of the decision to invoke Major Incidents and the actions taken thereafter
- Ensure that all post recovery activities following a Major Incident are performed, and all related incident records are fully populated with the required level and quality of data
WHO YOU ARE
- University degree in business administration and/or informatics or similar education
- Knowledge and experience in process management for global environments
- Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations & multi partner eco- system
- Strong know-how in IT Service Management Processes and IT Operations procedures and tool architecture, ITIL certified
- Good experience on Service management tools (i.e. ServiceNow), analytical tools and good understanding of agile project management skills
- Profound Knowledge of information technology and/or infrastructure operations
- Strong communication skills, analytical, structural and strategic skills
- Deliver responsibilities with rational, expertise, accuracy, persistence, resilience, and creativity seeking to work both independently and collaboratively
- Profound English language skills and intercultural communication
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