Main responsibility of a Process Manager is to manage process for Business Units, Customers and higher/lower level support functions in specific aspect of the ITIL process in Shared Service Management area. Process Manager is responsible for planning and coordination of all operational process related task and management of the Process Controllers and Administrators.
responsibilities :
Main SPOC for process related topics/escalations
Oversight of Process Leads work in terms of the process:
Ensuring efficiency; compliance with ISO/ FJ standards/ ITIL/ cost effectiveness for SM
Ensuring quality service is delivered within current CM
Ensuring compliance with current SOW
Support SPLs in SIP
Supports SPLs during Transition of the new service
Supports SLPs in escalation handling/ red alert/ extensive demand to the service (eg. Due to customers peak)
Supporting SPLs in managing account expectation
Risk management
(C)SIPs
Performance reporting (Governance)
Provides feedback on the new CMs based on the information provided by Transition – pay special attention to assumptions.
Reviewing CMs based on workload increase/decrease once a service is live (With SPL).
Prepares and presents introductions to potential customers.
Provides support/ input to OPS/ SDMs as requested in escalation handling/ red alert/ extensive demand to the service (eg. Due to customers peak)
Manages Process Community (including meetings - weekly/biweekly or monthly)
Ensures that standard EBMS processes are introduced, global KPIs implemented/reported (Symphony)
Participates in Process related initiatives (local and global)
Drive improvement opportunities - engage and empower the team.
Support of recruitment of new SPLs for a given process (consult process competencies)
Onboarding of new SPLs for a given process (SPM actively supervising new SPL during 3 trial months)
requirements-expected :
Ability to execute process effectively
Knowledge of IT infrastructure
ITIL Foundation Certificate being an asset
ITIL related job experience
Wide knowledge of ITIL Service Management framework
Excellent communication skills (written / verbal)
Ability to work with remote team members
MS Office Skills
Good English written and oral communication skills
offered :
MyBenefit platform
Private medical healthcare
Sport cards
Lunch benefits and discounts
Group insurance
Awards
Holiday allowance „Wczasy pod gruszą”
Virtual Trainers Team
SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials
Introduce a friend
Glasses refund
Home Office work opportunity
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
