Service Process Lead - Major Incident Management

• Process Management
• Ensuring the process is executed appropriately at each described step
• Ensuring the appropriate inputs/outputs are being produced
• Delivery of the process related trainings
• Ensuring process awareness in the Team, Business Units and other Process Teams
• Process creation
• Escalation process creation and management
• Acting as an escalation point for all process related issues
• Participates in new customer transition / existing customer exit
• Leads the process execution
• Performance reporting
• Process automation, continuous improvements
• Process Team management
• Service Process Manager /IT Operation Team Manager / IT Operations Manager /Service Delivery Manager assistance
• Producing and monitoring process KPI reports
• Ensuring delivery of the KPI agreed level
• Any other IT Service Management task assistance
• Support of any other IT Service Management role task described in the specific role description (example: Incident Management)
• Managing of team members: Process Controllers, Process Administrators depending on process tower structure (performance management, talent management, working time management)
• Participation in obligatory meetings, training courses to which the employer will refer the employee
• Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above
• Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them
• Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations
• Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department
• Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements
• Processing of personal data only to the extent necessary for the proper performance of duties in the position
• Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through:
• a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employers obligation to fulfil the information obligation or obtaining consent for the processing of personal data;
• b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data
• The employee is obliged to comply with the obligation to carry out other superiors orders regarding work in accordance with the law and the type of work specified in the contract

Behavioral Competencies:

• Organizational skills
• Team management and leadership skills
• Human Centric approach in people management area
• Customer focus mind-set
• Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure
• Creativity, proactivity and organizational skills
• Ability to identify problems and work to resolution (see things through) and to motivate others to complete tasks on time
• Can do attitude
• Assertiveness
• Efficient and effective time and task management
• Ability to provide constructive feedback
• Team player attitude

Professional Competencies:

• Ability to execute process effectively
• Knowledge of IT infrastructure
• ITIL Foundation Certificate being an asset
• ITIL related job experience (at least Process Controller level)
• Wide knowledge of ITIL Service Management framework
• Experience in shared environment will be an asset
• Excellent communication skills (written / verbal)
• Ability to work with remote team members
• MS Office Skills
• Ability to spot connections/dependencies (analytical thinking)
• Good English written and oral communication skills

HUMAN-CENTRIC ENVIRONMENT

• Friendly atmosphere in the air that you will miss on your day off.
• You are treated with respect, as a person and not only as an employee.
• Work-life balance
• Appreciation of your work, awards program.
• Diverse and international working environment.
• Employment stability.

EMPOWERMENT

• We develop our unique know-how.
• Employees can have an impact on the services provided to clients.
• Openness to dialogue.

WORLDWIDE IT SOLUTIONS

• Access to innovative technologies with which we work on a daily basis.
• Industry-leading solutions, systems and programs.
• Innovative labs.

CAREER CHOICE AND OPPORTUNITIES

• Wide range of trainings, courses, conferences.
• Opportunities for professional growth and promotions.
• Development opportunities in all directions.