The candidate will be part of the Global Command Center (GCC) Quality Management 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 planIdentifying, launching and coordinating quality improvement initiatives, including AIOpsManaging GCC communication and reporting towards GOSP C-Levels, building effective presentationsResponsibilitiesProcess analysis, design and reporting:Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processesDesign and implement reports (KPIs volumes and trends, ...) and dashboards (on-line/off-line)Build effective presentations' decks for GOSP C-level LeadershipAnalyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirementsDevelop business cases for the identified corrective actions and initiate related projects, as neededDefine, manage and maintain the improvements' action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levelsCommunication management:Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholdersDefine and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholdersRequirementsOutstanding communication and presentation skillsExpert in IT Service Management and Project ManagementExpert in creating reporting and PowerPoint deck for C-levelProficient in data reporting implementation and data analysis toolsProficient in productivity and collaboration toolsVery good knowledge of IT systems and networks architectures and operationAvailable to work in remote with colleagues distributed across Europe#J-18808-Ljbffr