IT Service Quality Manager
The candidate will be part of the Global Command Center (GCC) Control Room team, within the GOSP Infrastructure Operation division, with the ownership of:
- defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
- identifying, launching and coordinating quality improvement initiatives, including AIOps
- managing GCC communication and reporting towards GOSP C-Levels, building effective presentations
The ideal candidate has:
- a proactive, autonomous and driving approach
- an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner
- an experience in Major Incident coordination or Crisis management
- an IT Technical Operation and development background
- a strong attitude to define fact-based improvements, both on processes and technologies
- the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
- multiyear experience in managing projects
Main activities under the role responsibility are:
- Process analysis, design and reporting:
- Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.
- defining, monitoring and optimizing the IT Service Management processes, including definition and deploy of the related internal training and communication plan
- identifying, launching and coordinating quality improvement initiatives, including AIOps
- managing GCC communication and reporting towards GOSP C-Levels, building effective presentations
The ideal candidate has:
- a proactive, autonomous and driving approach
- an extensive experience in IT Operation Service Management with a large knowledge of the related IT Service Management practices, specifically as Incident Coordinator and Problem Owner
- an experience in Major Incident coordination or Crisis management
- an IT Technical Operation and development background
- a strong attitude to define fact-based improvements, both on processes and technologies
- the ability to define and implement reports, to define and monitor KPIs and to identify the needed improvements
- multiyear experience in managing projects
Main activities under the role responsibility are:
- Process analysis, design and reporting:
- Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes.