Service Process Controller - Cross Process with German (IM, PM, CM & RM)
Katowice (KATR), Katowice,Poland
6 d. temu

Purpose of Role :

Service Process Controller’smain responsibility is to control, coordinate and cooperate with BusinessUnits, Customers and higher / lower level support functions in specific aspect ofthe ITIL processesin Service Managementarea as well as to support and execute specified processes (Incident, Problem,Change Management, Service Request Fulfillment) raised by Customer or ServiceManager.


  • English language fluently (written and oral)
  • German language at at least B2 level would be an asset
  • Ability todemonstrate advanced knowledge of ITIL Service Management framework andinterest to learn more
  • Proven relevant experiencein Service Management recommended
  • Ability toidentify problems and work towards resolution
  • Very goodanalytical, communication, organizational and time management skills
  • Quality andimprovement orientation
  • To-Do attitude,creativity, being open minded; enthusiastic to contribute to service processdesign
  • MS Office Skills
  • Key Accountabilities :

  • Development and understanding of the customers’ environment and servicedelivery requirements to enable the delivery of the service,
  • Followingestablished processes and recommending improvements to these as appropriate toresolve routine customer enquiries,
  • Coordination andmanagement of the process related activities,
  • Responsible forthe implementation of any new processes resulting from account changes as wellas ensuring full team engagement in the new developments.
  • If necessarysupporting process owners to successful resolution of the escalated issue,
  • Suggesting processimprovements or innovation resulting from account changes
  • Takes ownershipfor documenting and monitoring adherence to all account related processes;assuring the process documentation is up to date
  • Day to day ServiceProcess Lead assistance in processesexecution
  • Monitoring processcompliance and performance through statistical reporting and analysis.
  • Fulfillment ofad-hoc requests for Service status or one-time reports management,
  • Processing ofservice related communication
  • Engagement withother processes participants to identify continues service improvements,
  • Support of anyother IT Service Management role task described in the specific roledescription
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