ITSM Process Lead

MSD is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us. Please check our website: www.msdit.cz


The position of Process Lead has overall responsibilities for Operational Processes (Change, Release Management). The incumbent needs to ensure the continued alignment of the operational processes with the Global Support Center and the Global Operation Centre and partner with all IT areas. Champion ITIL methodologies towards Suppliers and internal IT department and provide expertise & consultancy for the overall Operations Management ITIL processes.


The nature of the position requires excellent oral and written communication skills and proven leadership in complex team situations. The incumbent will ensure that all system development lifecycle concepts are applied in accordance with company policy.


The position will interact with several levels in the organization and will be critical in establishing good relationships with numerous operational areas and with other global functions.


Primary activities/responsibilities:

  • Process governance ownership (process design, implementation, training, measurement, CSI)
  • Partnering with process peers to ensure alignment and proper support including but not limited to the Release Management Office, Global Support Center, Global Operations Center, Infrastructure, Suppliers and all IT areas
  • Ensuring process adherence by measuring and evaluating the process performance
  • Partner with key stakeholder to ensure process alignment with the ITSM tools
  • Ownership of end to end reporting to support all operational groups
  • Manage global process training program
  • Application of continuous process improvement by evaluating, redesigning and implementing in partnership with all IT partners and suppliers
  • Managerial responsibly for team working in a matrix environment
Required:
  • BSc Degree or equivalent with relevant experience
  • Minimum 5 years of applied relevant work experience
  • People management experience, ability to coach and mentor staff
  • Excellent facilitation and consultation skills including experience with outsourced service providers
  • Demonstrated ability to interact and communicate with various IT teams
  • Ability to identify and implement process improvement
  • Proven Project Management experience inclusive of time and resource allocation, ability to prioritize tasks
  • Certified ITIL v3 Foundation (other ITIL qualifications advantage)

Preferred:
  • Certifications: Other ITIL certifications (ITIL CSI, ITIL Service Operations, ITIL SOA)
  • Experience with System Development Life Cycle (SDLC) process
  • Proficiency with BMC Remedy IT Service Management Suite
  • Very good knowledge of MS Office package (Word, Excel, PowerPoint, Visio, Access)


Your role at MSD is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At MSD, we’re inventing for life.

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ITSM Process Lead

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