Service Process Manager

2 tygodni temu

Łódź, Łódź Voivodeship, Polska Fujitsu Limited Pełny etat

Main responsibility of a Process Manager is to manage process for Business Units, Customers and higher/lower level support functions in specific aspect of the ITIL process in Shared Service Management area. Process Manager is responsible for planning and coordination of all operational process related task and management of the Process Controllers and Administrators.

Your responsibilities:


• Main SPOC for process related topics/escalations


• Oversight of Process Leads work in terms of the process:


• Ensuring efficiency; compliance with ISO/ FJ standards/ ITIL/ cost effectiveness for SM


• Ensuring quality service is delivered within current CM


• Ensuring compliance with current SOW


• Support SPLs in SIP


• Supports SPLs during Transition of the new service


• Supports SLPs in escalation handling/ red alert/ extensive demand to the service (eg. Due to customer's peak)


• Supporting SPLs in managing account expectation


• Risk management


• (C)SIPs


• Performance reporting (Governance)


• Provides feedback on the new CMs based on the information provided by Transition – pay special attention to assumptions.


• Reviewing CMs based on workload increase/decrease once a service is live (With SPL).


• Prepares and presents introductions to potential customers.


• Provides support/ input to OPS/ SDMs as requested in escalation handling/ red alert/ extensive demand to the service (eg. Due to customer's peak)


• Manages Process Community (including meetings - weekly/biweekly or monthly)


• Ensures that standard EBMS processes are introduced, global KPIs implemented/reported (Symphony)


• Participates in Process related initiatives (local and global)


• Drive improvement opportunities - engage and empower the team.


• Support of recruitment of new SPLs for a given process (consult process competencies)


• Onboarding of new SPLs for a given process (SPM actively supervising new SPL during 3 trial months)

Our requirements:

· Ability to execute process effectively

· Knowledge of IT infrastructure

· ITIL Foundation Certificate being an asset

· ITIL related job experience

· Wide knowledge of ITIL Service Management framework

· Excellent communication skills (written / verbal)

· Ability to work with remote team members

· MS Office Skills

· Good English written and oral communication skills

Benefits

  • MyBenefit platform
  • Private medical healthcare
  • Sport cards
  • Lunch benefits and discounts
  • Group insurance
  • Awards
  • Holiday allowance "Wczasy pod gruszą"
  • Virtual Trainers Team
  • SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials
  • Introduce a friend
  • Glasses refund
  • Home Office work opportunity

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