Job Summary
Service Management Process Lead
SM Process Lead should take over the Management Process right after the transition stage and own process maturity work on continual basis working closely with customer’s Process Managers and Owners.
i) Should have strong understanding of ITIL Processes and must have worked as Process Manager for at least two or more ITIL Processes like Incident, Change Management, Asset & Configuration Management. Knowledge of Incident & Change Management is a must.
ii) Process Maturity & Continual Service Improvement
a. Focus on process maturity and not execute transactions
b. Participate with the Customer Process Managers/Owners in the responsibility of driving Process improvements along with handling enhancements in Process/Tools.
c. Govern the Continual Service Improvement in conjunction with customers strategy
d. Work as a Functional Consultant to provide Tool specific requirements for the Tool and work closely with the customer, Tools Team
iii) Process Effectiveness and Process Governance Responsibilities
a. Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
b. Work with other Process Managers to insure common understanding among the process executing teams in relation to the process interfaces, the data and information to be captured and process during the flow of work/activities across teams
c. Receive, analyze and incorporate feedback from customers that suggest improvements
iv) Process Awareness, Training and compliance responsibilities
a. Provide detailed training along with the reference material to the process execution staff from various technical domains on their specific responsibilities, records and communication that they must generate
b. Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools
c. Periodically audit the process transactions and records in order to identify and process compliance issues and initiate corrective actions
d. Where approvals are required, educate the approvers on the criterion for approving specific transactions
e. Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff
v) Should also be able to handle the work of Configuration Manager
Skill Profile for SM Lead
i) ITIL Foundation is a must, ITIL Intermediate is preferred
ii) Coordination, negotiation, and persuasion skills
iii) Ability to work with all levels of client and internal resources
iv) Strong oral and written communication skills with the ability to communicate technical information in non-technical language
v) Ability to organize, delegate, and leverage resources to accomplish objectives
vi) Supervisory skills and the ability to leverage support from other parts of the organization
vii) Organizational and time management skill
Key Responsibilities
Service Management Process Lead
SM Process Lead should take over the Management Process right after the transition stage and own process maturity work on continual basis working closely with customer’s Process Managers and Owners.
i) Should have strong understanding of ITIL Processes and must have worked as Process Manager for at least two or more ITIL Processes like Incident, Change Management, Asset & Configuration Management. Knowledge of Incident & Change Management is a must.
ii) Process Maturity & Continual Service Improvement
a. Focus on process maturity and not execute transactions
b. Participate with the Customer Process Managers/Owners in the responsibility of driving Process improvements along with handling enhancements in Process/Tools.
c. Govern the Continual Service Improvement in conjunction with customers strategy
d. Work as a Functional Consultant to provide Tool specific requirements for the Tool and work closely with the customer, Tools Team
iii) Process Effectiveness and Process Governance Responsibilities
a. Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
b. Work with other Process Managers to insure common understanding among the process executing teams in relation to the process interfaces, the data and information to be captured and process during the flow of work/activities across teams
c. Receive, analyze and incorporate feedback from customers that suggest improvements
iv) Process Awareness, Training and compliance responsibilities
a. Provide detailed training along with the reference material to the process execution staff from various technical domains on their specific responsibilities, records and communication that they must generate
b. Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools
c. Periodically audit the process transactions and records in order to identify and process compliance issues and initiate corrective actions
d. Where approvals are required, educate the approvers on the criterion for approving specific transactions
e. Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff
v) Should also be able to handle the work of Configuration Manager
Skill Profile for SM Lead
i) ITIL Foundation is a must, ITIL Intermediate is preferred
ii) Coordination, negotiation, and persuasion skills
iii) Ability to work with all levels of client and internal resources
iv) Strong oral and written communication skills with the ability to communicate technical information in non-technical language
v) Ability to organize, delegate, and leverage resources to accomplish objectives
vi) Supervisory skills and the ability to leverage support from other parts of the organization
vii) Organizational and time management skill