Description
Incident Manager - Global Process Owner
Whitehall Resources are currently looking for a Incident Manager - Global Process Owner
Key Requirements:
- Reporting directly to the Global Head IT Tools and Process Operations, this senior process expert will lead both strategic and tactical projects to establish enterprise Incident, Problem, and Knowledge management processes across IT.
- Be subject matter expert to train and provide front-line governance to IT on Incident, Problem, and Knowledge management.
- Align stakeholders on Incident, Problem, and Knowledge management roadmap and priorities.
- Deliver, document, and communicate Incident, Problem, and Knowledge management processes, including roles and responsibilities, for end-users and operations.
- Generate and review process KPI's for process improvement.
- Support the delivery of annual health checks for application owners and executives.
- Lead Incident, Problem, and Knowledge management process forums for ongoing improvements.
This role is a critical driver for improving end to end process effectiveness in support of business objectives to simplify the process landscape, increase transparency to incident and problem management. KPIs, and increase Level 1 support resolutions with superior knowledge.
Key Accountabilities:
- Establish and lead an Incident, Problem, and Knowledge management process forum with stakeholders from the global functions, divisions, shared services, and IGM.
- Generate and maintain an Incident, Problem, and Knowledge management processes roadmap, considering requirements from the process stakeholders, industry best practices, vendor roadmaps, and effort to value.
- Lead process implementations and continuous improvement projects in partnership with the process stakeholders, end users, and operations.
- Document and maintain process descriptions, work instructions, requirements, specifications, test scripts, training material, and onboarding specifications and plans.
- Establish KPI's and regular reviews to assess process and platform operational effectiveness.
- Document and maintain a process (cross-platform) data dictionary.
- Develop and deliver a communication plan for Incident, Problem, and Knowledge management processes.
- Insure process operational excellence by contributing to Incident, Problem, and Knowledge management operations hand books.
- Partner with other process project and platform owners to assist with the overall enterprise process architecture and development activities to ensure the integrated success of ITTP projects.
- Partner with vendors on product roadmaps and process innovation.
Key Experience:
- 7+ years of experience within IT and ITIL background.
- 5+ years of experience within the Pharma/Life Science industry preferable.
- 5+ years of IT Incident, Problem and Knowledge management process improvement experience, Lean Six Sigma certified Black Belt a plus.
- Demonstrated experience in the application of improvement methodologies in a highly complex IT environment ideally from Service Management or IT outsourcing.
- Demonstrated leadership in delivering cross-divisional, large-scale, complex process improvement initiatives, communicating and collaborating effectively with a strong sense of urgency, and the ability to influence Senior Business and IT leaders.
- Proven experience in managing/leading project improvement teams with the ability to provide direction, manage projects in an ambiguous environment, and creating a results oriented environment delivering against project plans, strategic and tactical objectives.
- Exceptional ability to understand the business strategy and translate the technology/business process solutions in an enabling manner to effect change and achieve objectives.
- Strong ability to effectively improve, simplify and streamline common business and IT processes through Lean strategies enabling the removal of complexity, replication and waste.
- Strong communication and persuasion skills, including the ability to influence a configure vs. customize approach, create marketing and messaging materials that meet stakeholder preferences for use by the CIO and enterprise architects.