defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
identifying, launching and coordinating quality improvement initiatives, including AIOps
managing GCC communication and reporting towards GOSP C-Levels, building effective presentations
The ideal candidate has:
a proactive, autonomous and driving approach
an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner
an experience in Major Incident coordination or Crisis management
an IT Technical Operation and development background
a strong attitude to define fact-based improvements, both on processes and technologies
the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
multiyear experience in managing projects
Main activities under the role responsibility are:
Process analysis, design and reporting:
Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.
Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line).
Build effective presentations’ decks for GOSP C-level Leadership.
Continuous improvement:
Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements.
Develop business cases for the identified corrective actions and initiate related projects, as needed.
Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels.
Organize improvements plan review, document action plans status reporting.
Communication management:
Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders.
Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders.
Required skills:
Fluent in English (B2 minimum required)
Outstanding communication and presentation skills
Expert in IT Service Management and Project Management
Expert in creating reporting using PBI and PowerPoint deck for C-level
Experience as Incident coordinator, in Major incident coordination
Proficient in data reporting implementation and data analysis tools
Proficient in productivity and collaboration tools
Very good knowledge of IT systems and networks architectures and operation
Available to work in remote with colleagues distributed across Europe
Available to support on-call duties
