Process Service Manager - Service Management Center

Job description

Process Service Manager role is allocated within Atos Service Management Center (SMC). Function which has been developed in order to continuously improve the quality and customer satisfaction by ensuring a consistent use of key ITIL practices and principals to finally deliver value to the customers and meet agreed SLAs.
The Process Service Manager is accountable for the delivery of SMC services to a customer or portfolio of customers and is part of the Account Service Team. The role coordinates the delivery of Service Management processes to customers across Global Delivery Towers, Country Production Centers and Service Management Centers.
The Process Service Manager:1. Is responsible for End to End Service Management processes management in MS on a country or account level 
2. Represents the Service Management Center in the Account Service Team.
3. Process Service Manager may have line management responsibilities for Process Managers and Process Coordinators if they are dedicated for one account.
4. If the account is supported by leveraged Process Managers and Process Coordinators the Process Service Manager will work with the Regional Process Owners to ensure account specific requirements are met and account SLAs and KPIs are achieved.
5. The Process Service Manager contributes to overall service management process strategy and performance targets working in strong collaboration with the Global Delivery as required.
6. The Process Service Manager leads an account GBU team responsible for execution and improvement of SM processes.
7. The Process Service Manager actively collaborates with the Regional Process Owners to drive standardization of processes on the accounts and ensure an effective and efficient local delivery.
8. Uses a process framework, analytical tools and reporting to direct, monitor and evaluate progress and change.
9. Uses of methods and techniques for the assessment and management of risk.
10. Commands respect for knowledge, experience and excellence within the specific area of Service Management.

Desired profile

Mandatory  
- University degree in IT Discipline or equivalent in years of progressive experience in IT environment.
- Minimum 5 years ITIL Service Management experience either in a customer facing role or a process management role.
- Working knowledge of ITIL Service Management framework. ITIL Certification is a must.
- Excellent English and French or German communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations. 
- Enthusiastic, pragmatic and self-managing.
- Ability to work independently and take decisions where necessary.
- Successful delivery against commitments and deadlines.
- Excellent interpersonal skills especially communication and presentation skills.
- Proven track record of collaborative working across service lines and cross delivery units. Able to plan, execute and monitor delivery.
- Able to manage and support team members and available resources to optimize efficiency.
- Have influencing skills and personal presence to make representation at the highest levels both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
- Broadly skilled in information and communications technology.
- Ready to travel occasionally