Senior Practice Owner(Process Design & Improvement)

SITA

KEY RESPONSIBILITIES

• Own and manage assigned SGS processes, ensuring they meet organizational needs and industry standards such as ISO/IEC 20000, ISO/IEC 27001, ISO 9001 etc.
• Work with various stakeholders to refine and improve process efficiency.
• Collaborate with teams to ensure processes are implemented consistently.
• Ensure documentation and training are available for processes under ownership.
• Conduct regular reviews to ensure processes remain aligned with organizational goals.
• Act as subject matter expert for the Practice across the organization.
• Identifies drives and supports Continual improvement activities for the Practice
• Offers periodic review and Practice performance reports to the Senior Management teams about the status and health of Practice KPIs
• Collaborate with data analysts to implement identified improvements.

EXPERIENCE

• At least 8 years of experience in business process/practice ownership.

KNOWLEDGE & SKILLS

• Excellent written, verbal, and interpersonal communication skills
• Proven leadership experience with the skills and abilities to drive solutions and results
• Ability to multi-task, learn quickly, think strategically, be flexible, analytical, and adapt to change.
• Business and risk analysis, problem-solving, planning, project management and execution skills
• Prior knowledge of IT operation and IT technology
• Analytical capabilities to spot trends via data analysis.
• Ability to build relationships with peers and management levels
• Ability to document process & workflow/policy and produce detailed and procedural documentation
• Ability to exercise sound judgment and be decisive under pressure
• Strong computer literacy in Microsoft Office products. Especially on using productivity tools (e.g., Excel, PowerPoint, Visio, Sharepoint, Power BI, Power App)

PROFESSION COMPETENCIES

• ITIL Process Management
• Business Process Management
• IT Business Analytic

CORE COMPETENCIES

• Stakeholder Management
• Collaboration
• Teaching & Training

EDUCATION & QUALIFICATIONS

• University degree or equivalent preferably in Computer Science, Engineering, Mathematics or similar.
• ITIL 4 Foundation Certification required
• ITIL 4 Specialists Certifications required
• ITIL Managing Professional desired
• Certification on Quality Management standards (i.e. ISO/IEC 27001, ISO/IEC 20000 or ISO 9001) desired
• Service Now Certification desired
• Six Sigma Yellow Belt or Green Belt required