Sparring Process Manager, German
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Katowice • Poland
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Tech Stack
About the role
- communicating the vision of CSI across the IT organization and to the Client
- initiates any improvement actions required to maintain or improve service levels
- performs the initial approval, rejection, reassigning or deferring of an improvement opportunity
- adds improvement opportunity to register and completes any additionally required capture data
- creation and review of progress updates for improvement opportunities
- approval, rejection or deferral of Delivery Review and Benefits Review of improvement opportunities
- ensures that baseline data is captured against which the improvement will be measured
- defines and reports on CSIs, SIPs, KPIs and CSI activity metrics and feeds into appropriate forum
- identifies other frameworks, models and standards that will support CSI activities
- ensures that CSI activities are coordinated throughout the service lifecycle
- builds effective relationships with stakeholders
- provide all necessary data and reporting stakeholders during the lifecycle of the process
- possess the ability to positively influence all levels of management to ensure that service improvement activities are receiving the necessary support and are resourced sufficiently to implement solutions
- inputs into the regular service reviews
- schedules Service and Process Evaluations for the CSI Process (as part of responsibilities as CSI Process Owner)
Requirements
- ITIL certified
- facilitation skills to lead requirements gathering workshops and provide training to clients and internal team members
- interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders; such as clients and internal team members
- project management skills to ensure all deliverables are on time, within budget and of high quality
- strong verbal and writing skills in order to effectively communicate information to clients and internal team members
- operational management/service delivery experience (customer and/or outsourcing environment)
- experience of a number of service management tools such as BMC’s IT Service Management (ITSM), ServiceNow
- experience of designing, developing and/or implementing ITIL aligned processes
- strong analytical skills are needed to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
- English and German language (Level C1) is a must have
Benefits
- yearly financial bonus
- private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms
- life insurance
- access to NAIS benefit platform
- access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform
- free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings
- hybrid working model
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITIL aligned processesservice managementanalytical skillsproject management
Soft Skills
facilitation skillsinterpersonal skillsstrong verbal communicationstrong writing skillsability to influencenegotiation skillsconflict resolution
Certifications
ITIL certification