Process Lead - Service Management

Position purpose 

Process Management Lead focuses on all of the ITIL service management lifecycle stages and a number of its processes within operational phase of delivery. Role will be responsible for aspects of the overall process compliance and for ensuring proper cooperation between all SM processes is evidenced.

Main accountabilities

  • Contractual compliance and delivery
  • Ensuring the process delivers business value
  • Assure the process aligns with CG best practice
  • Accountable for process risks and issues
  • Responsible for process policy
  • Day to day delivery of tasks / activities
  • Management and resolution of escalations / prioritization
  • Ensuring the process is executed appropriately at each described step
  • Ensuring the appropriate inputs/outputs are being produced
  • Allocation of tasks / activities within organization
  • Operational improvements
  • Create and management of remediation plans for any Service Level failures
  • Ensuring the training material is compliant with the process
  • Create and management of remediation plans for any Service Level failures or process exceptions

Candidate’s profile

  • Prioritizing of own work to meet internal/external deadlines
  • Time management skills to meet agreed targets
  • Problem identification and resolution analysis
  • Clear commitment to Service Management Framework approach to IT Infrastructure management essential. Previous experience strongly desirable
  • Proven track record of successful working directly with business and service managers
  • Ability to update existing and create new process documentation and training materials
  • Operational management/service delivery experience
  • Strong analytical skills
  • Excellent English communication, both verbal and written
  • minimum 2 ITIL intermediate certificates
  • 1 or 2 in last performance review is an asset