Description
ITIL Service Management Process Manager
Position Location: Europe - either Barcelona, London, Brussels or Warsaw, Poland
Large international client looking for a ITIL Service management Process Manager to join them on a minimum 5 month contract. This is a Europe Sector position and the work location can be Barcelona, London, Brussels or Warsaw, Poland.
* Executes service management governance and process framework for ITIL disciplines including controls and compliance management with support for all others
* Provides data quality analysis & data cleansing activities from a number of sources
* Facilitates between Region leadership to reconcile disparate practices and ensures these are taken into account/discussed with the global team when defining a Global approach or modifications to ITIL functions
* Works with Region leadership to coordinate process improvement
* Ensures ITSM controls are understood, monitored, executed, and remediation take place in a timely manner
* Ensure compliance of internal and external partners in appropriately accounting for assets and services
* Supports the employment of tools to ensure the accuracy currency of records and advises data owners in data quality issues
* Work with region SM teams to implement tools(updates) and processes while ensuring appropriate protection of the existing operating environment
* Communicates roadmaps, design patterns, artifacts, and high level designs, procedures, and training materials for ITIL processes & controls
* Establishes Sector controls testing & remediation processes
* Develops and publishes operational support processes, controls and reporting documentation and delivers training
* Monitors process compliance
* Trains back line support teams(train the trainer) on service management processes and tools
* Builds a deep understanding of the business and builds relationships with a client group and leverages this understanding to influence predictive support of systems and applications
* Builds a deep understanding of operational requirements and builds relationships with production support teams to meet their needs
Qualifications/Requirements Percent Travel: 15%
* Bachelor's degree/3rd Level degree required
* Minimum of 5 years of related IT business work experience
* Must have 3+ years of operational support experience
* Experience working collaboratively in a multi-regional environment and team
* Excellent communication skills via phone, telepresence, email, and other media
* Ability to work independently with remote management
* Solves highly complex problems within their work team
* Strong skills in cross-cultural communication
* Strong influential leadership skills ITIL foundation certification preferred
* Change management experience required LSS experience a plus