Demand and Knowledge Process Manager

Demand and Knowledge Process Manager Main scope of the role: The candidate: Will optimize IT production through effective control of our processes, mainly Demand process and Knowledge management process Will improve service quality and efficiency through high-performing processes Act as a cross-functional Delivery Enabler (Process Manager) for UIF, ensuring alignment across business units, affiliates, and UIF/TGITS squads Design, implement, and continuously improve IT processes , with a strong focus on core ITIL practices Ensure processes are fit-for-purpose, standardized, and aligned with Information Systems function needs Define, monitor, and enhance KPIs and performance indicators to drive operational excellence and data-driven decision-making Lead and contribute to continuous improvement and optimization initiatives/projects Promote knowledge management, documentation, and maintenance of process reference frameworks across the division Increase the level of maturity of Knowledge Management towards AI Engage in and contribute to the Delivery Enablers community, sharing best practices and driving process consistency Global understanding of IT infrastructure concepts and End Users Services Agile way of working; product mode ITSM, ITIL service management tool Notions of knowledge in PAS, SAAS, IAAS and automation Cybersecurity : general understanding of stakes and risks IT engineers with around 8 years of experience First experience in IT Service and delivery Strong sense of service (collaborative, client-oriented) Ability to manage stream of a project Client relationship management Ability to lead and deliver transversal topics Engineer background