Itil Process Manager
hace 2 semanas
**About this role**
As ITIL Process Manager, you will provide support to ongoing support operations, to external customer on a Service Management Team; responsible for executing quality controls into the incident/service request/problem lifecycle and to instruct the technical support team accordingly and/or leadership in the creation and delivery of technology solutions designed to meet customer’s business needs and consequently, for understanding customer’s businesses.
**What You’ll Do**
- Review quality controls according to established standards and expectations for different support request types (Incident, Problem, Routines).
- Provide feedback to resources with low scores from the quality audit controls and define improvement plans with the management team to increase overall compliance and customer satisfaction.
- Provide training to Service Management teams across the globe on quality management controls and expectations.
- Provide improvement ideas to the quality management team and management
- Work with mínimal direction from the lead and with nominated representatives to accomplish assigned tasks.
- Participate as part of a team and maintains good relationships with team members and customers.
- Understands the company strategy and the role that the individual plays.
- Use knowledge tools and re
- uses information for the benefit of projects, and of professional development.
**Who you are?**
- Bachelor of Arts/Science or equivalent degree in computer science, industrial engineer, business administration or related area of study.
- Strong analytical skills, enabling to quickly understand the drivers of a business process (planning, order management, financial, etc.)
- Should be very organized and have a flexible approach to operate in demanding, fast paced environment
- Ability to communicate professionally through written and verbal communications in English and Spanish.
- Knowledgeable in ITIL processes
- Demonstrated leadership ability and strong teamwork-based tendencies
- Customer Service experience
- Working schedule flexibility
In addition to the basic qualifications noted above, the following skills/experience are desirable:
- Previous work experience in Quality Management
- Knowledge/Experience in Consumer Goods sector, Personal Product Industry.
- Knowledge/Experience in ITIL
- Knowledgeable in ServiceNow
Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.
At DXC we have a People First strategy and a Virtual First model. In managing COVID-19, our actions are focused on the health, safety and well-being of our colleagues and their families and our approach is to encourage and support masking, testing and vaccination. The majority of our workforce now works remotely and will continue to do so. We recognize that requirements and availability around masking, testing and vaccination vary by location, and we continue to monitor and conform with government regulations and customer requirements specific to each location.
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