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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