Summary of Position

In a challenging and multicultural environment, we seek a senior ITSM RUN Service Lead to join the Control Tower section.

The ITSM RUN Service Lead will oversee the operational delivery of RUN Incident Management, RUN Problem Management and RUN Change Management.
The role is responsible for ensuring that these operational ITSM practices are executed consistently, effectively and in accordance with established Group policies, controls, service levels and operational standards.
The ITSM RUN Service Lead will have direct responsibility for the RUN Incident Managers, RUN Problem Managers and RUN Change Managers, providing direction, prioritization, coaching and oversight for their day-to-day operational activities.

Key objectives of the position include:
·       Provide leadership and operational direction to the RUN Incident, Problem and Change Management teams.
·       Ensure effective day-to-day execution of the Incident, Problem and Change Management processes.
·       Maintain appropriate coordination and integration between the three RUN practices.
·       Monitor operational performance, service quality, process compliance, risks and recurring areas of concern.
·       Ensure that major incidents, significant problems, high-risk changes and other critical production activities receive the appropriate level of management attention.
·       Identify operational gaps and engage relevant Service Operations, application, infrastructure and business line IT teams to implement corrective actions.
·       Provide periodic and on-demand operational reporting to senior management.
·       Support process improvements, training, service improvement initiatives and the evolution of ITSM practices in collaboration with the respective Process Managers.
·       Act as the operational escalation point for cross-process issues, resource constraints, governance exceptions and significant service management concerns.

Main Responsibilities

Incident Management

•        End to end ownership of the Major Incident with the aim to minimize the time to restore.
•        Ensure the IM team coordinates with all support engineers involved in the troubleshooting with the possibility to involve other support groups.
•        Ensure a systematic process is followed for all Major Incidents from opening to closure.
•        Ensure that Incident Managers assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management.
•        Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident.

•        Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. As a last resort, responsible for choosing between resolution solutions, or escalating in case of disagreement between technical teams and after assessing all impacts with relevant stakeholders (Experts, Managers and / or Business line IT)

•        Ensure consistency of the incident documentation / references across all systems.

Problem Management

•        Ensure that the Problem Manager plays a pivotal role in building a problem management procedure for the support teams to follow.

•        Ensure that there is a clearly defined RACI, different root cause investigation methodologies are promoted and support teams are trained on the problem management process & procedures

•        Enforce proper execution of the process

•        Oversee all the KPIs and have management meetings to review opportunities for improvement.

•        Provide recommendations for process development, monitoring reports and performance measurements

•        Coach teams on analytical and systematic approach to problem solving.

•        Leadership with ability to do efficient multitasking
•        Clear Verbal and writing Communication skills at multiple levels in an international context and should be able to follow organization process
•        Client Oriented with Strong Relationship management with experience in IT Support and Service Management
•        Reactivity and ability to solve problems by using different methods
•        Ability to learn and adapt and to be proactive
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Change Management

•        Oversee the day-to-day activities of the Change Managers and ensure effective operational execution of the Change Management process.
•        Ensure that Change Requests are reviewed for completeness, risk, impact, implementation readiness, validation arrangements, rollback planning and required approvals.
•        Ensure that Change Managers organize, prepare and facilitate the relevant Change Advisory Board meetings.
•        Review the effectiveness of CAB meetings and ensure that significant risks, scheduling conflicts, dependencies and approval concerns are appropriately discussed and addressed.
•        Ensure that CAB decisions, conditions, actions and approval outcomes are accurately captured and followed through to completion.
•        Ensure that high-risk, sensitive and business-critical changes receive an appropriate level of operational governance and management visibility.
•        Oversee the coordination of changes associated with major incidents, critical production restoration and urgent operational requirements.
•        Ensure that Change Managers coordinate with Major Incident Managers and the relevant technical and management stakeholders where urgent change approval is required.
•        Ensure that change communications are timely, accurate and distributed to the appropriate business, technical and management stakeholders.

•        Monitor operational Change Management indicators, including change volume, success rate, failed changes, backouts, high-risk changes, approval delays, scheduling conflicts and closure quality.

•        Escalate repeated non-compliance, unauthorized implementation, poor-quality Change Requests or significant operational risks.

•        Coordinate with the Change Process Manager on recurring process gaps, required control improvements, tooling enhancements and training needs.

•        Ensure that operational teams receive practical guidance regarding Change Management requirements and CAB expectations.

Run Quality

•        Work with different teams such as the Permanent Control to track and ensure an efficient implementation of General Inspection recommendations for internal and external audit
•        Work with Permanent Control for Annual Risk Assessment
•        Oversee and follow-up on Audit recommendations by collaborating with ISAP and relevant parties (CACIB, CA-GIP and RPC teams)
•        Ensure all flash card of cosmos are reviewed for accuracy with clear documentation of execution steps
•        Ensure all transverse cosmos controls with Control Tower ownership are submitted on time with requisite evidence.
•        Ensure team compliance to process through periodic audits (e.g. Change Management and Incident Management, Problem Management) and facilitate team in identifying areas of improvement

•        Support transformational activities and Service Improvement for ITIL processes in ServiceNow

•        Understand and articulate in practical usage terms the relationship between Change, Incident, Problem and Request, in order to recommend workflows and service improvements across the processes

•         Provide guidance and direction to RUN staff on day-to-day process support activities

•        Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g. Capacity Management, Configuration Management, etc.)

•        Provide best-practice guidance to all teams around effective utilization of ITSM processes

•        Ensure efficient usage of machine learning to identify trends and drive automation opportunities

•        Oversee and execute ITSM projects and related initiatives with little to no supervision