Job Description

Job Description

The Process Owner ensures that efficient SMO process related practices are in place and the process is continuously improved.

Key responsibilities

Defines, implements, trains and owns one or multiple SMO Processes: Incident Management, Major Incident Management, Service Design & Transition Management, Problem Management, Service Request Management
Is responsible for the identification of stakeholders and enforcing that all stakeholders are compliant with the processes
Supports Service Owners and other key stakeholders in SMO Process related topics
Continuously improves the Process
Develops reporting and monitoring dashboards for process specific KPIs for relevant stakeholders
Provides support and guidance to the Service Providers in fulfilling their Process related roles and responsibilities.
Qualification

Detailed knowledge in one or multiple of the ITIL processes mentioned above
ITIL v4 certification
At least 5 years of practical experience in a similar position
Strong communication skills
Good overall IT knowledge and experience is helpful
Ability to work independently and globally and to think analytically
Experience with ITSM Tools like Atlassian JIRA and Confluence

Education

Desired Candidate Profile

Company Profile

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