Service Process Lead - Incident Management

Your responsibilities

• Process creation, management and ownership

• Ensuring the process is executed appropriately at each described step

• Ensuring the appropriate inputs/outputs are being produced

• Delivery of the process related trainings as required

• Ensuring process awareness in the Team, Business Units and other Process Teams

• Acting as an escalation point for all process related issues within Incident Management area

• Participates in new customer transition / existing customer exit

• Leads the process execution

• Performance reporting

• Process automation, continuous improvements

• Process Team management

• IT Operations Manager assistance

• Producing and monitoring process KPI reports

• Ensuring delivery of the SLA and KPI agreed level

• Any other IT Service Management task assistance

• Managing of team members: Process Controllers, Process Administrators depending on process tower structure (performance management, talent management, working time management)

• Participation in obligatory meetings, training courses to which the employer will refer the employee.

• Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above.

• Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them.

• Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations.

• Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department.

• Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements.

• Processing of personal data only to the extent necessary for the proper performance of duties in the position.

• Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through:

• a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data;

• b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data.

• The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract.

Our requirements

Job Description

Main responsibility of a Service Process Lead is to manage process for Business Units, Customers and higher/ lower level support functions in specific aspect of the ITIL process in Shared Service Management area. Service Process Lead is responsible for planning and coordination of all operational process related task and management of the Process Controllers and Administrators.