ITSM Process Manager jobs in Kingsport, TN

Votre rôle

• Contributes to attain the expected results in relation to the ‘Contrat de Service’ with FBO/DEF
• Contribute performance meetings on FBO/DEF assigned perimeters with Managers and Team leaders on performance measurement, customer satisfaction, productivity, economic performance and continuous improvement.
• Drive performance reviews with Business Partners.
• Manage Scorecard of assigned Activities on the FBO/DEF perimeter
• Propose and implement internal KPI’s to Managers and Team Leaders for their daily activity follow-up.
• Implementation and follow-up of Service Improvement plans on activities facing performance challenges whereby particular attention is required.
• Drive continuous improvement of the assigned activities/perimeter.
• Contibutes to implement Partners’ gouvernance with IOO stakeholders

Votre profil

Knowledge:

• Knowledge of ITIL / ISO 20 K
• Knowledge of OBS processes
• Knowledge of tools used in OBS.

Abilities:

• Good communication and presentation skills
• Excellent customer facing skills are required
• Good time management, and organisational skills
• Team work, uses a team approach to solve problem when appropriate.
• A determination to process tasks according to pre-defined processes is essential.
• Ability to build relationships with peers and management levels and customers.
• Proactive, self motivated and determined attitude.
• Tenacity.
• Flexibility in terms of working hours.
• Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
• Results driven/orientated, and problem solving skills.
• Need a willingness to learn and expand knowledge
• Good Coaching and Training Skills
• Masters Business Intelligence data mining (BRISE, Web Intelligence, SO Data Analytics, QlikView)
• Design Thinking
• Masters Excel and Macro
• Conducting performance meetings
• Knowledge of Problem Management Processes.

Entité

Global Delivery & Operations

Contrat