IT Service Quality Manager

The candidate will be part of the Global Command Center (GCC) Control Room 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 
• an experience in Major Incident coordination or Crisis management 
• 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: 

• **Process analysis, design and reporting:  **

• Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes. 

• Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line). 

• Build effective presentations’ decks for GOSP C-level Leadership. 

• **Continuous improvement: ** 

• Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements. 

• Develop business cases for the identified corrective actions and initiate related projects, as needed. 

• Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels. 

• Organize improvements plan review, document action plans status reporting. 

• **Communication management:  **

• Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders. 

• 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.