Process Optimization Manager
6 days ago
We are seeking a seasoned Service Management Process Manager to oversee the execution and optimization of Problem and Knowledge Management processes. This role requires a strong background in ITSM, with expertise in managing and improving IT service management processes.
The ideal candidate will possess excellent analytical and problem-solving skills, as well as exceptional communication and interpersonal skills. They will be able to manage multiple priorities, collaborate with stakeholders across IT and business units, and drive process execution excellence.
Responsibilities
- Oversee the execution of Problem and Knowledge Management processes to ensure timely insights are provided to stakeholders.
- Manage operational activities of these processes when additional expertise is needed or a critical activity is in progress.
- Monitor Problem and Knowledge Management process performance and identify areas for improvement.
- Ensure alignment of processes with ITIL best practices and organizational goals.
- Lead process deviation investigations and lead the capturing of deviation situations.
Requirements
To succeed in this role, you will need:
- A bachelor's degree in IT, Business, or a related field (or equivalent experience).
- 7+ years of experience in IT Service Management or a related role.
- Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC Remedy.
- Strong knowledge of ITIL v3/v4 frameworks (ITIL certification preferred).
Benefits
Lilly offers a dynamic work environment with opportunities for professional growth and development. As a Service Management Process Manager, you will have access to cutting-edge technologies and advanced training programs to enhance your skills and knowledge.
What You Should Bring
In addition to the requirements listed above, we encourage applicants who possess:
- Analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities.
- Knowledge of service management industry best practices aligned to ITIL.
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