Senior Process Lead - Service Management

Service Management - Senior Process Lead

- Particularly looking at people coming from Shared Services Environment and who have ITIL Expert certifications with exposure on any of the domain (HR / Finance / Procurement / IT)

- Responsible for the implementation and the effective and efficient execution and usage of the Integrated Service Management processes (ISM) and frameworks of GBS within the SDUs and its suppliers

- Control and improve the usage of SM processes based on the analysis, and look for opportunities to improve its effectiveness, efficiency and variance by influencing behavior and driving the change

- Formulate improvement suggestions on operational procedures, training material, reporting, knowledge articles, work instructions and technology

- Manage the change management process of internal GBS processes, and support in the change control process

- Ensure processes are implemented and followed in compliance with approved ISM process design within the SDUs, by among others executing compliance reviews from a quality and process management perspective

- Coordinate end-to-end performance, monitor, analyze and reporting on ISM processes

- Review the impact of needed and proposed changes of GBS processes and tooling

- Advice and challenge on the implementation of SM processes related topics

- Execute internal audits and spot checks and report findings and improvements, maintain an overview of the status of these findings

- Ensure knowledge (information, documents) is identified, created, maintained and published and review the knowledge on process and quality aspects

Manage the setup of Electronic Document Management system for GBS, including :

1. Representing GBS in the EDM Reference Group

2. Managing EDM authorizations for GBS

3. Being key-user

4. Managing the inventory, storage, and lifecycle of GBS documents

- Measure and analyze the performance of the process (KPI/ PPI) and report process performance issues appropriately

- Act as focal point for questions related to process procedures within the SDU(s) of your responsibility

- Collaborate with the LSS Black belts and project managers on execution of projects related to internal process changes

- Liaise with stakeholders on commitment for priority settings and management of change, convince GBS stakeholders on the importance of SM processes

- Coach the SDUs in SM processes