Description
ITIL Process Architect/Specialist/Design authority
Job Purpose/summary
- Acts as subject matter expert in an ITIL design area, consulting on ITIL service management. Is a key source of knowledge, technique, or expertise in ITIL processes
- Applies expertise to support the organisation's vision and strategic direction
Key responsibilities
- Lead service area process review by evaluating current process, standards and documentation
- Facilitate the design of service capabilities that include IT processes and RACIs in alignment with the operational teams across the organization
- Provide SME support to IT transition/service design teams in creating processes, procedures and tools configurations
- Advising on steps to improve process following the ITIL guidelines.
- Participating in MGIS activities increasing the maturity level
Primary internal stakeholders
- MGIS team managers
- Project Managers
- Enterprise Architecture
- IT Operations and Support
- Service Management
- Verticals
- Business Units
Primary external stakeholders
- Vendors
Required experience
- Extensive experience in a Service Management/Process management design and/or operational role within a large global IT environment. Previous roles might include Service management/Process management Specialist/Lead or IT Governance Specialist/Lead in an operational or consulting capacity
Technical skills
- ITIL Certified
- Experience in other Framework/methodologies like COBIT, CMMi would be beneficial
- Extensive and demonstrable experience developing, implementing and or running some or most of the following processes:
1. IT Service Continuity management
2. IT Risk
3. Service Level management
4. IT Information security management
5. Availability Management
6. Capacity Management
- Experience in implementing and improving other ITIL processes in the life cycle
- Experience working with Enterprise service management tools like Remedy, Service Now, etc.
- General knowledge of Infrastructure technologies and principles
- Ability to deliver on assignments while managing multiple tasks
- A process, customer and quality mindset, ideally with a track-record of applying suitable methodologies
- Capable of working in a global team and having a global mind set with flexibility to accommodate the timing and balance that requires
- Knowledge of industry best practices and ability to identify methods to adopt them in to the system and the ability to build the framework to build those expertise within the organisation
Business skills
- Sound business acumen
- Excellent communications skills
- Strong sense of ownership
- Strong analytical skills
- Good documentation skills
- Ability to work collaboratively with others
- Ability to multi-task at a high level
- Ability to influence and persuade
Personal profile
- Strong interpersonal skills
- Detail-oriented
- Ability to take initiative and work independently
- Results-oriented
- Sense of urgency
- Willing to share information, mentor others and foster a positive team environment