European independent provider of IT infrastructure services. Our Client's mission is to help customers maximise the value of IT by advising on IT strategy, deploying and integrating appropriate Technologies.
We are looking for a Process Global Practice Lead for our Client's Spanish business based in Barcelona offices.
The successful candidate will be the internal authority on what the process should help the company accomplish.
HE/She will be responsible for:
-ensures the process supports company policies and contractual commitments,
-represents and promotes the process to the business, leadership and other process owners,
-continuously verifies the process is still fit for purpose and use
-develops offerings and capabilities ownership for relevant ITIL service line/s
-assesses the impact of organizational decisions on the process environment and manages any and all exceptions that may occur
-Accountable for provision of standards to be used for operation of relevant ITIL service line/s Management across all delivery engines.
-Accountable for Taking a ‘helicopter view’, overseeing and ensuring integration between the specific service lines / Process/es and other Service Management processes
-Ensures there is a balance between the key components of best practice Service Management environment: People, Technology (Tool), Process and Steering
-Provides global process and underpinning standards to central delivery engines (e.g. Service Desks / SMs for OSS services) to ensure consistent delivery of service against contractual commitments to improve the service and value delivered to clients;
-Identification of Critical Success Factors and Key Performance Indicators
-Controls application of standards via audit/review
-Escalates non-compliance where necessary into delivery engine owner
-Escalates within the in-life governance structure when customer performance either risks or negatively impacts the operation of the relevant ITIL service line/s
-Key interface to customer counterpart, maintaining senior client relationships through the consistent driving of strategy and strategic counsel
-Acts as SME in support of central engines in any discussions/escalations etc. related to the process for which they are responsible.
-Responsible for interaction with all resolvers involved in delivery of relevant ITIL service line/s Management NB: includes OSS delivery of relevant ITIL service line/s process working with Service Managers.
-Maintains our client’s competitive advantage by ensuring that Best Practice capability is consistently and efficiently communicated adopted across the entire organisation.
•Fully qualified in relevant professional qualification
•Advanced academic background, preferably to good degree level or equivalent
•Proven track record of work experience in a challenging commercial environment
•Proven commercial acumen
•Good working knowledge of relevant functional systems
•Ability to create a collaborative environment and deliver a consensus agreement with key internal / external personnel
•Experience in dealing with and influencing multi-tier management
•Experience of developing best practice policies and procedures for functional area
•Proven ability to understand organisational goals, constraints culture and adopt theory into a pragmatic best fit that will deliver the most value for a particular organization.
-Strong spoken and written language skills in English
-Travel in accordance with role requirements
•Building, developing and maintaining productive Relationships for Collaboration
•Open Communication Impact specifically in a matrix management organisation
•Accountable Decision-making with specific focus on analysis, proactive problem resolution prevention.
•Innovation Change with specific focus on developing practical, repeatable solutions.
•Strong Service Excellence focus in an International environment
•Evidence of strong focus on Being commercial in an International environment
•Experience of delivering a multi-country service
•Experience of managing the requirements of service stakeholders in different countries
•Experience of working with "virtual" service providers i.e. service factories partners not under direct control
•An international/global network of contacts established through previous roles/experience
•Experience/knowledge in contract
Incorporation ASAP
Competitive Salary + benefit package
Opportunity to work within a fast paced, energetic environment
