Process Lead ( Event and Config management )

Job Description

About the role

Within OBS\CSO\ESC, Process owner works in close relation with DGPO Service Operation (under his functional management) and Stakeholders (Ops, SLM/SIE, Tools, Transversal teams), and is in charge of the Performance and Evolutions of Event and Capacity/Config Management Process.

Key Tasks:

PMO on concerned process management tools enhancement

You are in charge of any project portfolio within designated process tools enhancement area. The projects are prioritized in relation with DGPL and Ops and tools teams.
You ensure projects are correctly designed and prioritized in regard of Operation stakes and potential ROI and efficient quality are in place.
The projects will be prioritized to support Business transformation "Go to Cloud"
• PMO on concerned process management tools enhancement
• You are in charge of any project portfolio within designated process tools enhancement area. The projects are prioritized in relation with DGPL and Ops and tools teams.
• You ensure projects are correctly designed and prioritized in regard of Operation stakes and potential ROI and efficient quality are in place.
• The projects will be prioritized to support Business transformation "Go to Cloud"

Performance

• You contribute to ESC event Management Dashboards implementation and follow-up with Operational teams and Transversal Teams. You are in charge of checking that Action Plans are followed and up-to-date.
• You are in charge of main process KPI definition and description (Label Forms)
• The performance reviews are implemented at Line Of Business level (Messaging, Voice, Contact Center, Security.)
• You contribute as main user to maintenance and evolution of reporting tools (Qlikview..)

Audit

• You are accountable of ISO Norms proper application and contribute to internal and external ISO certification audits.
• Design a fit for purpose process.

Responsible for:

• Sesigning the process, and process objectives;
• While ensuring the integration of key partners/customers processes
• Defining required tools and rules of usage
• Coaching and teaching others about process concepts and solutions.
• Providing guidance to Service Operation entities through the aspects of its process
• Also ensure with new service and solution the service desk operation and other operation teams readines for that new service, and right integration of process needs
• Manage Change and continual improvement of the process.

Responsible for:

• Assessing the new services/ changes, before being introduces/ handed over to the operation
• Managing the interlock with different entities, and processes
• Ensuring the process aspects are reviewed per service; to confirm the validity of the process for new service
• Identifying needed workshops and meetings (to collect feedback) as required to design and build Process solutions