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YOUR TASKS AND RESPONSIBILITIES
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Ensure that ITIL processes are followed by all stakeholders including Vendors, Third Parties, Suppliers, Customer representatives, incl. escalations up to management level in case of deviation
Ensure compliance with quality management, IT security, license management, contracts, financials, ICS, and other IT-related processes in the country, incl. corrections in case of deviations
Ensure quality reports are produced, distributed, and utilized and ensure cross service improvement opportunities
Escalates, analyzes, and resolves service performance issues
Facilitate and participate in process audits
02Register and implement process improvements based on audit findings
Review Customer Satisfaction Survey information and take appropriate action
Capture the details of the decision to invoke Major Incidents and the actions taken thereafter
02Ensure that all post recovery activities following a Major Incident are performed, and all related incident records are fully populated with the required level and quality of data

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WHO YOU ARE
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University degree in business administration and/or informatics or similar education
Knowledge and experience in process management for global environments
Proven leadership, motivational and interpersonal skills as well as experience in managing governance in matrix organizations