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 plan
Identifying, launching and coordinating quality improvement initiatives, including AIOps
Managing GCC communication and reporting towards GOSP C-Levels, building effective presentations
Responsibilities Process analysis, design and reporting :
Analyze, define, document and deploy process rules, procedures, KPIs (efficacy, efficiency, quality of execution) on IT Service Management processes
Design and implement reports (KPIs volumes and trends, …) and dashboards (on-line/off-line)
Build effective presentations’ decks for GOSP C-level Leadership
Analyze and document data and KPIs trends, defining the needed corrective actions, eventually identifying AIOps requirements
Develop business cases for the identified corrective actions and initiate related projects, as needed
Define, manage and maintain the improvements’ action plans with all the stakeholders involved, eventually escalate activities to the appropriate leadership levels
Communication management :
Define and maintain the GCC communication plan, regarding GCC department updates impacting other stakeholders
Define and deploy internal training and awareness session as part of GCC communication plan or as part of the identified improvement actions involving other stakeholders
Requirements
Outstanding communication and presentation skills
Expert in IT Service Management and Project Management
Expert in creating reporting and PowerPoint deck for C-level
Proficient in data reporting implementation and data analysis tools
Proficient in productivity and collaboration tools
Very good knowledge of IT systems and networks architectures and operation
Available to work in remote with colleagues distributed across Europe
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