Global Service Lead Collaboration Platform Prague, Praha

Global Service Lead Collaboration Platform

Responsible for holistic IT Service Management including all ITIL Processes -Service Operations as well as Operational Quality Management oversight along with continual service improvement and supplier operational governance -Govern the service operations, service transition, quality, compliance, and audit readiness of services delivered -Manage a service operation with standardized services, processes and tools to provide efficient high quality services -Provide highest business value through effective management of IT resources (people, financial resources and services) related to the function -Meet customer and internal IT service levels and proactively drive continuous service improvement collaboration with the Service excellence team of the Function -Contribute to enabling operational excellence and continuous improvement in the Service quality across DDIT. -Own and drive the delivery of the service ensuring delivery to SLA and Service continuity meeting the consumer needs -Act as Global Process Lead and be responsible for end to end process operations -outcomes and governance across DDandIT
- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._
- Owns IES process operations for specific process out of Change Management, Problem Management, Knowledge management, Service Request Management, Event Management, Incident management, Major Incident Management, Asset Configuration management Transition Management as well as Availability Management etc (some of which be on 24X7 basis) -Work involves providing inputs for and leading supplier governance for IES for these processes -Role is also responsible meeting various process KPIs, publishing of periodic dashboards as well as reports and correctness of the same -These processes require engagement and timely communications with functional stakeholders. Role also supports escalation manager for MIM. -Own and drives end to end delivery of Service Management aspects of all processes and its execution adherence as per global policies in specific Tower operations. In collaboration with service lines, governs suppliers ensuring services are delivered to the agreed KPIs and SLAs while keeping the Customer Satisfaction as focal point. Strives for process maturity/ simplification/ automation and collaborates with various service lines/cross towers to ensure quality services are seamlessly delivered to the business stakeholders through Continual Service Improvement. Monitors, assesses, and report the performance of services and deliverables; takes corrective actions; communicates to stakeholders and leadership -Role also represents IES to GPOs on all matters related to these processes as well as schedule process related meetings such as CAB (Change Advisory Board). Drive governance of all IES suppliers on relevant processess -The role is also responsible for defining, reporting and improving these process KPIs through Continual service improvement and drive CSAT for IES or specific tower for IES/ Specific process -Drive IT Service Management for specific ITIL Processes, Service Operations along with continual service improvement and supplier operational governance -Support in Predict and prevent operations for assigned scope with target to identify gaps, reducing MDDITR, improving time to delivery and CSAT within the scope in collaboration with relevant service lines. -Manage a service operations with standardized services, processes and tools to provide efficient, high quality services -Drive Actionable periodic Supplier Governance calls ensuring they deliver quality services, meet all KPIs and SLAs along with CSAT targets for specific tower/ process.

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