Infrastructure Itsm Process Manager Bardi

Infrastructure Itsm Process Manager
Bardi
Emilia Romagna, Bardi

Our ITSM (IT Service Management) processes Manager for Infrastructure is the reference and single point of contact for all ITSM processes within EL (Electification) Infrastructure department, ensuring adoption, implementation and tuning of a com-mon platform of ITSM processes and tools within EL delivery organization and vendors.

You support the implementation of a global process for EL infrastructure service catalogue, including demand collection.

You provide consumption reports and trends for infrastructure services, both global and local.

Reporting to the Global Infrastructure Service Manager lead for Electrification Business, you will contribute to the continued global success of the business. .

Preferred locations for this position are the IS Hubs in USA and Italy. This position reports toIS Service Management LeadYour responsibilitiesSupports the IT Service Management strategy adoption. Participates in the relevant transformational, leading the transformation projects focusing on IT Service Management (processes and tools) within EL Infrastructure scope. Establishes a strong link with GBS Service Management team on behalf of the EL Infrastructure team for processes and tools. Supports and drives the EL Infrastructure delivery team to implement ITIL core services and adoption and deployment of DevOps operating models, in coexistence with ITIL methodology. Support Service Provider teams' delivery to facilitate implementation and adoption of processes and toolsDevelop, document, and implement processes, procedures, metrics and reporting that enable the organization to deliver services meeting business needs. Manage all processes in the ITSM frame and ongoing improvement of processes (PDCA) based on ISO 20000 and best practices. Identify opportunities for optimization and improvement of services, service levels and service delivery and ITSM processes and tools. Represents EL as a stakeholder in IT Service Management related projects, he is involved in all initiatives where target operating model definition or modification is required. Support projects lead by stakeholders as a reliable and trustedpartner. Manages the transition of knowledge and methods required for maintaining and supporting solutions to Operations and Managed Service Provider. Ensures that proper Operational Level Agreements are defined in alignment with existing Service Level Agreements for services provided by the EL Infrastructure team. Ensures that an updated Service Catalogue for the scope of EL Infrastructure is in place and is communicated to our stakeholders. Develops and manages productive relationships both internal and external to ensure requirement understanding and expectations. Ensure that the Service Line levels are established and monitored across ABB / EL / Domains in a consistent and compliant way. Ensures that clear Service Catalogues are created and properly maintained by the EL infrastructure team and its partners, maintaining alignment with overall Service Catalogues from ELIT and ABB. Guides, motivates, and develops direct and indirect subordinates within the scope of this role. Your backgroundDegree in Computer science, general sciences, engineering, Business Management, or related discipline with an IT focus, MBA, Executive MBA, a master's degree or certification in IT Service Management is an advantage. 8 or more years of experience in working in an IT Service Management Role in relation to IT Infrastructure operations in a large multinational company. Experience in IT delivery is recommended to interact with delivery organization in order to identify and harmonize SLA / KPI for all infrastructure services across EL Broad technical knowledge of IT processes and core IS services, understanding of ITIL processes, technology, and IT tools Project management of major IT projects, possibly in a multinational company, with special focus to change managementComposing and maintaining Service Level definition, reporting, and monitoring with key infrastructure partners and delivery organizations. Negotiation with vendors, contractors, and others ABB teams to ensure SLA collection and reporting are mutually agreed and documentedFluent in English.

Other language capability would be an asset.