Key Responsibilities:
- 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

Qualifications
Qualification / Experience:
- Masters degree in Computer Science, similar experiences/ training/ education
- Typically holds minimum 8 – 10 years post graduate experience
- IS Generalist knowledge
- Must have broad knowledge on ITIL Framework
- Must have good experience in Service Integration
- Must have good experience in Supporting processes and Operation Readiness
- Will have to build strong relationship with Vendor
- Should be willing to work as Individual Contributor