Service Delivery Process Alignment

hace 6 meses

San José, Costa Rica Emerson A tiempo completo

**Specific Responsibilities
1.Process Framework
- Develop IT SD&O Processes Management Framework, make it visible to the entire IT SD&O Organization
- Define visual map representing the framework and make the framework 3 levels structure understood and communicated.
- Define the progress roadmap every year based on priorities to develop each policy, process, and Standard Operating Procedures (SOP’s)
- Liaise with Knowledge Management team to get the process documentation produced, published, and updated.
- Proactively share the knowledge and educate IT SD&O team members to make sure processes are known and obeyed in a harmonized manner throughout all world regions and areas.
- Be able to explain standard processes and convince collaborators to embrace them.
- Develop the appropriate metrics, dashboards and control loops reflecting the level of usage and adoption of all processes.
- Develop internal performance metrics showing the performance of the Processes Alignment and Communications team.

2. Communication framework
- Develops appropriate relationships with all IT SD&O management team, Regional leads, IT SD&O Managers, Supervisors, provisioning team, as well as Business units IT representatives to ensure perfect communications.
- Is responsible for communication calendar definition and execution.
- Coordinate recurring communication meetings (both internal and external) and maintains list of invites accurate. This includes management of the regular invites as well as preparation of the relevant presentation decks (ex: IT SD&O Quarterly Update and Awards meeting, Quarterly Business Units check-ins)
- Maintains the IT SD&O SharePoint site up to date, including our controlled dashboard page.
- Encourages community management activities for IT SD&O, including regular postings on our MS-Teams and Yammer pages and production of our Service Deliver newsletter.
- Uses all communication vectors to drive programs and initiatives that promote IT SD&O values adoption and consistency throughout the Global IT SD&O Team: IT SD&O values, Build Space, Empowerment, Customer Service orientation.

3. Other responsibilities
- Develops the team under his/her responsibility: Manages performance, objectives and promotes the right engagement culture.
- Contributes to overall process excellence team budget, by providing accurate inputs on potential costs for travel, training, projects, tools or change of staff.

**Requirements:
Education:

- University degree in a related field (IT, Engineering, Communications, Business)
- Master’s Degree or MBA - would be considered an advantage.

Experience:

- Minimum 5 years of experience within a Service Delivery and Operations function, Finance function or General IT
- Proven experience with process Management principles and best practices
- Previous experience of working within a matrix environment with exposure to Executive Staff
- Experience in working with multiple stakeholders at a global level.
- Previous experience within a leadership role, with scope and responsibilities for developing and delivering a strategic result within a service environment.
- Experience with managing IT Projects and Initiatives with a global impact within the organization
- Experience of motivating and developing talented people - be able to show demonstrable results for organizing and developing a team to operate efficiently and effectively and obtain exceptional results.

Skills/Knowhow:

- Good understanding of the Emerson Infrastructure and its particularities, as well as the processes, procedures, and protocols to be followed in different instances.
- Proven knowledge of managing projects, prioritizing, and planning
- Skilled in using the MS Office Kit and other internal tools and data management systems (Oracle, My IT, PowerBi)
- Advanced English is a must, any other language is considered an advantage.

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