Key Responsibilities:
- He/she improves the effectiveness and efficiency of processes and functions and coordinates involved internal and external parties and masters the operational big picture.
- He/she develops, improves and consolidates operational reporting and prioritizes the related across all process areas.
- He/she initiates gap analyses, derives actions and coordinates the actions. He/she takes accountability for the output of at least two processes or functions within the service delivery scope and manages escalations to the level of senior management.
- Actively drive the ITIL process life cycle which in scope through design, modeling, execution, monitoring, reporting and optimization
- Design and model processes and functions to be implemented newly
- Actively drive the process / functions execution and monitoring
- Run regular monitoring to ensure the transparency
- Ensure proper reporting to executive level and stakeholders
- Take care for continuous improvements to increase efficiency and effectiveness of the process / functions
- Lead Service Integration Process
- Support the team in regards of Problem, Quality, Knowledge, Asset & Configuration, Release, ITSM apps, Reporting
- Ensure the proper execution fulfilling SLA, OLA requirements
- Measure SLA/ OLA fulfillment and derive and run actions in case of deviation
- Ensure a proper reporting to create transparency about the results and status of processes and actions
- Ensure a proper reporting to create transparency about the results and status of processes and actions

Qualifications
Qualification / Experience:
Master degree in Computer Science, similar experiences/ training/ education
Typically holds minimum 5 – 8 years post graduate experience
Solid experience in implementing ITIL framework into a $20BN+ organization
Must have good experience in Service Integration
Must have good experience in Support Processes and Operations Readiness
Should have good experience in Building relationship with Vendor