The GBU Head of SMC supports Global Service Management Center and GBU goals. This will include close collaboration across all parts of IDM to ensure regional adoption and running of globally aligned service management processes. In addition, the position will ensure the delivery of the Service Management process portfolio on a daily basis. Also, working closely with the Global Service Management Center personnel, the GBU head of SMC will be accountable for the regional setup and delivery of Service Management Center activities, working closely with both the delivery units and Account Service Teams.
► Interpret and implement the global service management process strategy and performance targets for the GBU.
► Drive implementation, execution and improvement of standard process, Atos Service Management Model controls and associated cost model(s) in the GBU across accounts.
► Deliver the Service Management process delivery location strategy for the GBU aligned to the global SMC location strategy.
► Ensure process performance is measured and provides reporting to GBU IDM Management.
► Work closely with the GBU Service Operations Manager to drive service management process improvements across IDM in the GBU.
► Ensure high performance is recognized and accolades are awarded.
► Uses negotiating skills and personal presence to represent the employing organization at the highest level both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
► Contributes to policy making and strategy setting with the Global Head of SMC and other senior IDM Management with respect to the full range of matters including strategic planning, staff development and rewards, choice of methods and standards and the marketing and selling of service and products.
Design & Governance
► Accountable for the GBU process strategy and performance targets derived from global/local business targets, standards, benchmarks & best practices.
► Accountable for governance and execution of service management processes in the GBU.
► Accountable for GBU service management processes to detail processes, roles and responsibilities and KPI's based on the global standards.
► Accountable to develop and maintain cost model for services in GBU.
► Responsible to provide recommendations to Global Process Owner around off shoring of tasks to enable resource model to be defined.
► Ensure compliance within all globally defined processes ensuring adherence is maintained.
Implementation and Execution
► Accountable for driving implementation and improvement of standard processes (ASMM), controls and associated cost model in the GBU across countries and accounts.
► Submitting ASMM deviations to Global SMC for approval
► Accountable for driving Global Resourcing to ensure optimized delivery model based on the targets set by Global Head of SMC.
► Responsible for supporting bids by providing appropriately trained staff to train solution design team on ASMM.
► Ensure project/programs are planned and delivered to agreed timeframe.
► Maintain effective working knowledge of project/program milestones.
► Responsible for measurement of process performance and to provide reporting to GBU IDM management.
► Responsible for driving Service Management process improvements across IDM and steers Tower priority improvement program in GBU.
► Responsible (with QSR function) for planning and preparation for certification audits and assessments and driving definition and implementation of corrective actions to completion after audit findings.
► Responsible for coordination of lessons learned and knowledge management.
► Seek improvement through innovation.
Authorizations The GBU SMC Head is authorized to
► Issue any rules necessary to support cross process alignment, compliancy with document control system, corporate communication rules and corporate tooling policies.
► Publish versions of the ASMM toolkit released for deployment/use in GBU.
► Publish versions of extensions to the ASMM toolkit released for deployment/use in GBU (includes deviations to the standard processes).
► All line manager authorizations (e.g. hire/hire of staff within the GBU within the authorized budget; approve purchase orders; approve travel).
► Sign off any target setting for staff within the GBU.
► Sign off any process related improvement project/program.
► Sign off bid response for GBU process related part.
► Sign of completion of any audit finding for the GBU.
Has wide Information and Communication Technology knowledge. Displays good inter-personal skills at all levels of contact and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for decisions on technical and service delivery issues. Demonstrates up to date knowledge of the organization's policy framework, organizational relationships, business processes, reporting procedures, and existing service delivery functions.
► Excellent interpersonal skills especially communication and presentation skills.
► Able to plan, execute and monitor delivery.
► Enthusiastic, pragmatic and self-managing.
► Proven track record of collaborative working across service lines and practices.
► Able to direct, support and mentor team members.
► Able to manage resources to optimize efficiency.
► Able to direct, support and advise all levels of customer up to and including the sponsor.
► Able to use a process framework, analytical tools and reporting to direct, monitor and evaluate progress and change.
► Understands and has demonstrated the use of methods and techniques for the assessment and management of risk.
► Commands respect for knowledge, experience and excellence within the specific area of service management.
► Have influencing skills and personal presence to make representation at the highest levels both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
► Builds long-term relationships with high level internal colleagues.
► Broadly skilled in information and communications technology.
► Excellent English communication skills (written and oral), with experience interacting with all levels of management both within company and customer organizations.
► Ability to work independently and take decisions where necessary.
► Successful delivery against commitments and deadlines.
► Promotes and supports standardization and continuous improvement.
Experience & Knowledge
► Detailed knowledge of the theory and operation aspects of all ITIL V3 processes.
► Minimum 10 years ITIL Service Management experience.
► Understanding of the Atos IT Control Framework and the Atos organization.
► In depth understanding of the Atos Service Management Model.
► Competent with Microsoft Office, Microsoft Excel, Microsoft Word.
► Experience of working at a senior level and regular contact with CXO level.
► Experience of Atos Quality Management processes.
► Relevant industry knowledge and technical Skills.
► ITIL Foundation Certified
► V2 either Manager or Practitioner for the specific process
► V3 either ITIL Expert Level or ITIL Master Qualification