Oferta pracy

Service Process Lead - Service Request & Catalogue Management

Fujitsu Technology Solutions Sp. z o.o.

  • Łódź

    Łódź
  • offer expired 25 days ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • home office work
  • remote recruitment

Technologies we use

Operating system

About the project

The Process Lead has responsibility for a specialist service management function within or for an account. They champion the Service Request & Catalogue Management processes within Service Delivery Management, monitor process effectiveness and make recommendations for improvement. They help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liasing with customers (internal and external) to provide excellent service.

Your responsibilities

  • Process Management

  • Ensuring the process is executed appropriately at each described step

  • Ensuring the appropriate inputs/ outputs are being produced

  • Delivery of the process related trainings

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

  • Process creation

  • Escalation process creation and management

  • Acting as an escalation point for all process related issues

  • Participates in new customer transition/ existing customer exit

  • Leads the process execution

  • Performance reporting

  • Process automation, continuous improvements

  • Process Team management

  • Service Process Manager/ IT Operation Team Manager/ IT Operations Manager/ Service Delivery Manager assistance

  • Producing and monitoring process KPI reports

  • Ensuring delivery of the KPI agreed level

  • Any other IT Service Management task assistance

  • Support of any other IT Service Management role task described in the specific role description (example: Incident Management)

  • 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:

  • 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;

  • 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

  • Organizational skills

  • Team management and leadership skills

  • Human Centric approach in people management area

  • Customer focus mind-set

  • Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure

  • Creativity, proactivity and organizational skills

  • Ability to identify problems and work to resolution (see things through) and to motivate others to complete tasks on time

  • Can do attitude

  • Assertiveness

  • Efficient and effective time and task management

  • Ability to provide constructive feedback

  • Team player attitude

  • Ability to execute process effectively

  • Knowledge of IT infrastructure

  • ITIL Foundation Certificate being an asset

  • ITIL related job experience (at least Process Controller level)

  • Wide knowledge of ITIL Service Management framework

  • Experience in shared environment will be an asset

  • Excellent communication skills (written/ verbal)

  • Ability to work with remote team members

  • MS Office Skills

  • Ability to spot connections/dependencies (analytical thinking)

  • Good English written and oral communication skills

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • holiday funds

  • employee referral program

  • charity initiatives

  • one shorter working day

  • extra leave

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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