Service Process Leader for Service Request & Catalogue Mgt with German -

Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.

Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.

We are looking for

Service Process Leader for Service Request & Catalogue Mgt with German

Miejsce pracy: woj. podkarpackie

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:
a) 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 employers obligation to fulfil the information obligation or obtaining consent for the processing of personal data;
b) 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.

Behavioral Competencies:

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

Professional Competencies:

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

HUMAN-CENTRIC ENVIRONMENT

Friendly atmosphere in the air that you will miss on your day off.
You are treated with respect, as a person and not only as an employee.
Work-life balance
Appreciation of your work, awards program.
Diverse and international working environment.
Employment stability.

EMPOWERMENT

We develop our unique know-how.
Employees can have an impact on the services provided to clients.
Openness to dialogue.

WORLDWIDE IT SOLUTIONS

Access to innovative technologies with which we work on a daily basis.
Industry-leading solutions, systems and programs.
Innovative labs.

CAREER CHOICE AND OPPORTUNITIES

Wide range of trainings, courses, conferences.
Opportunities for professional growth and promotions.
Development opportunities in all directions.

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:
a) 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 employers obligation to fulfil the information obligation or obtaining consent for the processing of personal data;
b) 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.