Job description
The candidate will be part of the Global Command Center (GCC) Quality Management team, within the GOSP Infrastructure Operation division, with the ownership of:
- 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. Experience in Major Incident coordination or Crisis management would be a plus
- 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:
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Process analysis, design and reporting:
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Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes
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Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line)
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Build effective presentations’ decks for GOSP C-level Leadership
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Continuous improvement:
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Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements
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Develop business cases for the identified corrective actions and initiate related projects, as needed
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Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels
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Organize improvements plan review, document action plans status reporting
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Communication management:
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Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders
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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