Description
ITIL Process Manager - UKITIL, KPI, SLA, Service Delivery, Process design, Visio, SixSigma, Managed Services (MS), Remedy, Operations, Core, RAN, Transport, Transmission, Telecommunication, ICT
Process Manager for Managed Services is urgently needed to start as soon as possible on contract basis for one of our clients, a prestigious international Telecommunications company based in the UK, being responsible for Process Management of Managed Services focusing on Operations for RAN, Core, Transport and ICT for UK Mobile Operators.
Key Responsibilities include the design, implementation and execution of processes, as well as the further improvement and governance of these.
Responsibilities include:
• Lead process requirements for Service Management & Delivery tools and identify automation opportunities in conjunction with process owners (regional and/or global).
• Defines specific controls and reporting within the process design.
• Ensures our Clients global processes and policies are implemented in the engagement or account in conjunction with process owners (regional and/or global).
• Implements controls to measure and monitor process compliance for the account or engagement.
• Implements process management strategy and performance targets for account or engagement, derived from business targets, standards, benchmarks & best practices to ensure processes are run to SLA, KPI and budget.
• Be accountable for governance and execution of the E2E service management processes in the account or engagement to meet SLA, KPIs and budget.
• Manages the execution of each defined process to agreed global standard for the account or engagement.
• Creates strong cooperation with our clients Global Process Management Team and other service lines to ensure that customer/account is operating using standard methods and tools whenever applicable.
• Monitor the customer targets by using KPIs and initiates process improvement measures.
• Initiates Service Improvement Programs and plan and prepare account or engagement specific certification audits and assessments in alignment with regional and global directives.
• Drive definition and implementation of corrective actions to completion after audit findings.
• Own the actions on the overall account Service Improvement Project related to process deficiencies - works with Regional & Global Process Owners in effecting improvements.
• Ensures that the bridge between global process and local implementation is managed and maintained. This will be achieved by targeting standardisation wherever possible and ensuring maintenance of the local procedures.
Requirements:
• Detailed knowledge of operation aspects of all ITIL processes. ITIL certified
• Minimum 3 years ITIL Service Management experience either in a customer facing role or a process management role.
• In depth understanding of SLAs and KPIs.
• Competent with Microsoft Office, including VISO and power point, excel.
• Understanding of remedy toolset nice to have
• Qualification in Six sigma advantageous
• In depth understanding of Managed Services Models.
• Experience of working at a senior level and regular contact with CXO level.
If you are interested in this challenging position with good opportunity to develop within the organisation then please contact Karl at with your resume in Word Doc format or alternatively call , in our UK Office, reference FLMKL/PROM-14122