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Seeking a senior Business Service Manager to develop and facilitate and enhance Global IT’s Business Service Management Program, based on a proactive ITIL v3 Framework. This role will develop a plan to move Global IT functions including Incident Management, Service Catalog Management, Service Portfolio Management, Service Level Management and Knowledge Management to desired ITIL v3 maturity levels for core support functions in these areas that may include reorganization, roles and process development and ITSM tool implementation. The person in this role will work closely with IT Management who are accountable for specific ITIL Processes to ensure consistency in the implementation of the ITIL vision across the IT organization. Ensure Service Management program continuous improvement through ongoing education and training.
The responsibilities of the individual in this position include:
Facilitate the development and maintenance of policies, procedures and process flow diagrams.
Oversee the implementation and lifecycle management of ITIL (Information Technology Infrastructure Library) processes that improve operational efficiency and effectiveness of Alcon's Global IT organization.
Analyze, develop, deploy and optimize processes and procedures to meet enterprise performance goals as well as assess the process and organizational maturity.
Facilitate the analysis, development, deployment and optimization of processes and procedures to meet Alcon's strategic business objectives.
Identify metrics to be collected and ensure that measurement data is up to date, reported accurately and is compliant with program standards.
Facilitate end to end adoption including recommending organizational change.
Benchmark internal and external best-practices and incorporate them into processes and procedures enterprise-wide and assessing the organizational maturity using ITIL framework as the benchmark.
Conduct assessments to ensure standard processes, policies, guidelines and templates are being utilized.
Facilitate Service Management monitoring and reporting activities across business and Global IT. Monitor progress of all corrective measures; ensure all issues are documented, tracked, and resolved.
Job Type:
Permanent
Location:
Texas-Fort Worth
Salary:
[n/a]
Date available:
now
Experience Skills:
Senior Manager
Company:
Alcon Laboratories
Company Description:
We challenge ourselves to meet Alcon's mission every day to enhance, preserve and restore vision worldwide. Alcon employees, around the globe, go a step beyond that mission and dedicate themselves to making Alcon the most respected and trusted eye care company in the world. We know we are earning our position as the first choice in eye care products every day through hard work and dedication we never take that for granted.
Company Website:
[n/a]
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