Service Process Lead - Service Request & Catalogue Management with Dutch
Windows
Your responsibilities
Process Management
Ensuring the process is executed appropriately at each described step
Ensuring the appropriate inputs / outputs are being produced
Delivery of the process related trainings
Ensuring process awareness in the Team, Business Units and other Process Teams
Process creation
Escalation process creation and management
Acting as an escalation point for all process related issues
Participates in new customer transition / existing customer exit
Leads the process execution
Performance reporting
Process automation, continuous improvements
Process Team management
Service Process Manager / IT Operation Team Manager / IT Operations Manager / Service Delivery Manager assistance
Producing and monitoring process KPI reports
Ensuring delivery of the KPI agreed level
Any other IT Service Management task assistance
Support of any other IT Service Management role task described in the specific role description (example : Incident Management)
Managing of team members : Process Controllers, Process Administrators depending on process tower structure (performance management, talent management, working time management)
Participation in obligatory meetings, training courses to which the employer will refer the employee.
Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above.
Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them.
Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations.
Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department.
Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.
g. contracts, annexes, agreements.
Processing of personal data only to the extent necessary for the proper performance of duties in the position.
Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through :
updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.
g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data;
Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data.
The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract.
Our requirements
Organizational skills
Team management and leadership skills
Human Centric approach in people management area
Customer focus mind-set
Stress and time pressure resistance, ability to work in tight deadlines and the ability to maintain focus whilst under pressure
Creativity, proactivity and organizational skills
Ability to identify problems and work to resolution (see things through) and to motivate others to complete tasks on time
Can do attitude
Assertiveness
Efficient and effective time and task management
Ability to provide constructive feedback
Team player attitude
Ability to execute process effectively
Knowledge of IT infrastructure
ITIL Foundation Certificate being an asset
ITIL related job experience (at least Process Controller level)
Wide knowledge of ITIL Service Management framework
Experience in shared environment will be an asset
Excellent communication skills (written / verbal)
Ability to work with remote team members
MS Office Skills
Ability to spot connections / dependencies (analytical thinking)
Good English written and oral communication skills
Dutch written and oral communication skills
Benefits
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
life insurance
remote work opportunities
extra social benefits
shopping coupons
holiday funds
christmas gifts
employee referral program
charity initiatives
Information clausePlease be advised that the controller of your personal data, collected in connection with the recruitment process in which you participate, is the company under the name Fujitsu Technology Solutions Sp.
z o. o. seated in Warsaw (02-255) Krakowiaków 36 Street, e-mail : GDPR.Poland ts.fujitsu.com (hereinafter : Data Controller ).
Your personal data will be processed by the Data Controller for the purpose :
Conducting recruitment processes pursuant to art. 6 clause 1 "b" GDPR, i.e. the need to take action at your request, before concluding the employment contract.
Processing for this purpose will take place until the end of recruitment for this position.
Carrying out recruitment processes in the future for positions other than those for which you are currently recruiting, if you express your voluntary consent, which will be a prerequisite for processing resulting from art.
6 clause 1 "a" GDPR. Processing for this purpose will take place for the time during which the Data Controller will have positions for which, due to your education and experience, your candidacy may be taken into account in the event of recruitment, however, no longer than until you withdraw your consent.
Pursuing claims and defense against claims arising from recruitment processes in which you will participate - based on the premise of art.
6 clause 1 "f" GDPR, i.e. the justified interest of the data controller described above. Processing for this purpose will take place until the expiry of the limitation period for claims, and in the event of the initiation of proceedings from such a claim - until the final termination of the proceedings.
Personal data will be transferred by the Data Controller to public entities, if the obligation to provide it results from the generally applicable provisions of law.
Please also note that you have the right to request from the Data Controller :
access to personal data,
rectification of personal data,
delete personal data,
restrictions on the processing of personal data,
the right to object to the processing of personal data,
the right to transfer personal data,
the right to withdraw consent in the case of processing your data based on the premise of consent,
the right to lodge a complaint to the President of the Office for Personal Data Protection in connection with a breach of personal data protection.
The rights listed in points 1-7 above can be realized by sending an email to : GDPR.Poland ts.fujitsu.comProviding personal data by you is voluntary, but necessary to participate in the recruitment process.
