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./Process Manager

Luxembourg - Luxembourg

Full time

Process Manager

Posted 3 Months ago

The role is part of a team of 4 process managers under the responsibility of the Project Coordinator: this team design, drive and control processes supporting our organization. Processes are mainly related to Service Design, Transition and Operation.

Context:

The role is part of a team of 4 process managers under the responsibility of the Project Coordinator: this team design, drive and control processes supporting our organization. Processes are mainly related to Service Design, Transition and Operation.

 

Objectives and responsibilities:

Objectives:

Design, implement, measure and improve IT process to ensure adherence and efficient delivery of IT services

Responsibilities:

  • Lead the design and implementation of processes using best practice and Lean knowledge
  • Periodically measure process performance and identify improvement opportunities
  • Oversee efforts to build organizational understanding of the process (purpose, outcomes, expected impact, rationale and need)
  • Routinely monitor process adoption and use and identify opportunities increase both
  • Develop, implement, and monitor metrics for process effectiveness, adoption, efficiency, and outputs
  • Monitor and report activities/ exceptions that do not adhere to the defined process
  • Influence all levels of IT management to ensure that process improvement activities are receiving the necessary support and resources
  • Proactively communicate important process changes and supporting rationale
  • Fully utilize ITSM systems/processes and specialized techniques for continuous improvement

 

Technical skills:

  • Expert level IT Service Management and ITIL knowledge experience
  • Expert experience with ITSM tools
  • Expert level process design capability
  • Experience leading complex initiatives or projects
  • Experience directing in a matrixed environment
  • Experience directing in a matrixed environment
  • Experienced technical writing capability
  • Experience with middelware software/COTS
  • ITIL certified
  • Task follow-up tools such as Jira

 

Soft skills:

  • Ability to work and communicate in a multi-cultural environment
  • Effective leadership, organization, and planning skills, with ability to handle changing priorities
  • Excellent communications, interpersonal and influencing skills
  • Ability to track record of on time delivery; ability to drive projects to successful conclusion using influencing tools
  • Must be a self-starter, able to work in team environment and motivate others
  • Service-oriented mind-set
  • Fluency in English (written and spoken) is essential. Any other European language is a plus

 

Experience:

  • At least 5 years relevant operational experience in information Technology Service Management or similarly relevant experience
  • Other requirement: EU citizenship

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