IT Incident Management Process Manager-PRO-002180

Job Introduction

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Due to continued growth, we are looking to recruit an IT Incident Management Process Manager on our prestige customer site in central Frankfurt, Germany.

Role Responsibility

Process / development related tasks (approx. 20 % of the time, probably more at the beginning)

- Apply  pre-defined  ITIL-based  processes,  procedures  and  methods  to  support  and maintain the customer’s  IT  Service Management framework and functions, such as Incident management  (with  lower  priority  also  Service  Request  Fulfilment  and  Problem Management etc.)

- Develop and enhance methodologies and practices for IT Incident Management in line with  best  practice  and  practical  experience  as  part  of  a  cycle  of  continuous improvement.

- Advise  the  relevant  project  managers  as  well  as  managers  responsible  for  projects, programs,  infrastructure  and  application  portfolios,  on  how  to  meet  the  requirements set-out from an incident management viewpoint.

- Work  with  peer  colleagues  and  users  to  collect  requirements,  analyse  and  evaluate proposals,  conduct  negotiations  and  implement  specifications  according  to  defined process workflows.

- Assist with process risk and maturity assessments.

Operational and administrative tasks (approx. 80 % of the time)

- Implement and coordinate the production of incident management status reporting, metrics and benchmarks for various stakeholders and purposes.

- Contribute to Service Management processes operations by performing defined tasks including but not limited to activities related to the Incident Management process and service  continual  improvement,  and  document  and  implement  standards  according  to defined process workflows

- Ensuring  that  all  IT  Incident  Management  information,  costs  and  risks  are  correctly identified through metrics and published status reports, while enforcing mitigation and remediation activity.

- Coordination of responses to audit requests with regards to incident management.

- Organise  and  monitoring  for  ensuring  the  quality  of  the  incident  management processes, such as review meetings, trainings, dedicated follow-up sessions.

- Support projects and activities in the preparation of deliverables for meeting the incident management requirements, such as symptoms, checklists, operational documentation.

Successful Candidate

Education and qualifications:

• Bachelor’s  degree  in  information  technology,  computer science, information system security, or related disciplines

Knowledge and skills:

• ITIL Foundation Certification is mandatory and Practitioner is highly desired.
• Knowledge  of  ITIL  Service  Management  processes  and  best  practice,  i.e.  ITIL Service Management processes service life-cycle V2 and/or V3.
• Proven working experience in implementing ITIL processes for (IT) Incident Management (5+ years).
• Proven working experience in operating IT service management processes (5+ years).
• Proven  working  experience  in  operating  an  IT  Incident  Management  process  Management (5+ years), in particular in:

-  organising and monitoring the incident management process,

- drafting and reviewing (major) incident reports,

- developing training materials and organising trainings,

- maintaining effective interfaces with other service management processes,

- organising and implementing the quality assurance aspects.

•  IT process reengineering experience (3+ years).
• Experience in the development and improvement of KPIs and process indicators for Incident Management (3+ years).
• Proficiency in process analysis, formulation and improvement.
• Experience in team/group facilitation, project management and training.
• Strong  communication  skills  with  a  proven  ability  to  understand  key  concepts  and communicate effectively with technical staff, key stakeholders and management.
• Very good analytical, data processing and problem solving skills.
• Solid foundation in IT applications, IT operations, service management and IT support.
• A very good command of English with proven drafting ability.
• A  good  to  very  good  end-user  knowledge  of  Microsoft  Office  Suite  products  including  in particular MS Excel and MS Access as well as MS Outlook.

Behavioural competences:

• Works harmoniously with others to get a job done; responds positively to instructions and procedures; able to work well with staff, co-workers, peers and  managers; shares critical information with everyone involved in a project; works effectively on projects that cross  functional  lines;  helps  to  set  a  tone  of  cooperation  within  the  work  group  and across  groups;  coordinates  own  work  with  others;  seeks  opinions;  values  working relationships; when appropriate facilitates discussion before decision -making process is complete.
• Personally  responsible;  completes  work  in  a  timely,  consistent  manner;  works  hours necessary  to  complete  assigned  work;  is  regularly  present  and  punctual;  arrives prepared for work; is committed to doing the best job possible; keeps commitments.
• Establishes high standards and measures; is able to maintain high standards despite pressing deadlines; does work right the first time and inspects work for flaws; tests new methods thoroughly; considers excellence a fundamental priority.
• Remains open-minded and changes opinions on the basis of new information; performs a  wide  variety  of  tasks  and  changes  focus  quickly  as  demands  change;  manages transitions from task to task effectively; adapts to varying customer needs.
• Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach  when  dealing  with  customers;  follows  up  to  evaluate  customer  satisfaction; measures  customer  satisfaction  effectively;  commits  to  exceeding  customer expectations.
• Ability  to  communicate  information  and  ideas  and  willing  to  take  action  to  address needs without being requested to do so.
• Efficient in one’s use of time and works in a well-structured way.
• Ability to carry out several tasks simultaneously while maintaining high standards with all tasks.
• Proven ability to collaborate, build relationships and influence individuals at all levels in a hierarchical as well as matrix-management environment (including external vendors and service providers) to ensure that segregation and overlapping roles are identified, coordinated and consistently applied.

Package Description

Salary information available upon application – Relocation assistance will be provided.

About the Company

Serco Services GmbH, part of the Serco group, A FTSE250, Multi-national Service Provider with over 120,000 employees worldwide.

Serco is a values-led company and our culture and ethos are at the heart of everything we do.

These are core values that employees live by at Serco:

• We value working with our customers in a collaborative, flexible way.

• We encourage social responsibility, treating people in the way we would wish to be treated.

• We instil a stimulating culture where people feel they can personally make a difference.

• We aim to build a long term relationship by bringing assured service delivery, helping our clients achieve their ambitions.

Serco European Agencies