Description
Job Description
Process SME is ITIL Expert responsible for developing, implementing, auditing, improving and finally managing the IT processes in accordance to Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management/ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management.
Roles and Responsibilities
- Develop needed ITIL processes for day to day applications and infrastructure operations team in customer environment.
- Maintain, improve, integrate, measure, and report on operational processes performance of the account being under his/her responsibility
- Heavily involved in process development, evolution, to develop and implement a continual service improvement cycle across all operational processes
- Acting as single point of contact for customer process related issues/concerns related to the account under his/her responsibility
- Manage/Drives periodical process service reviews and scorecards with the respective stakeholders
- Re-engineer work flows and engagement models creating efficiencies and delivery standards
- Develop new and follow the company IT Service Management procedures and measurements to meet quality, satisfaction and other business objectives.
- Provide effective mentoring and help to more junior colleagues which engages, motivates them and develops an excellence culture in ITIL process management
- Build professional relationships with assigned customer, key business partners and peers in Service Operations functions.
Person Specification Mandatory
v University degree in IT Discipline or equivalent in years of progressive experience in IT environment
v Minimum 4 years of IT operations/service management/delivery experience required
v ITIL V3 Certified and ITIL practitioner
v Working knowledge of ITIL Service Management framework
v Reasonable knowledge of eTOM framework being used in Telecom industry
v Good command of English, preferred Arabic