Overview
ITIL Process Expert
As ITIL Process Expert you will be a dedicated resource responsible for the ownership and governance of the IT Service Management processes/practices across SITA Global Services.
This role will be responsible for ITIL processes sponsorship, design, adherence, and continual process improvement.
The Process Expert will be accountable for ensuring the ITIL processes are fit for its purpose, its goals and objectives are met, and the process follows defined policies and guidelines.
Reporting to the Senior Manager Service Operations you will be a part of the SITA global services team responsible and accountable for the overall quality and management of the Practice Manual/Document, establishing and leading the training awareness program across the different business units, educating SITA staff on ITSM Practice Policies and activities.
Please note that the Job title on SITA contract for this role will be Expert Service Improvement as aligned with our internal career framework.
At SITA, we achieve more, together. Are you ready to join us
What You Will Do
- Designing, documenting, and maintaining the Practice document/Manual and Policies.
- Defining, implementing, and monitoring the Practice efficiency KPIs.
- Establishing and leading the Practice training awareness program across the organization.
- Ensuring adherence and compliance to standard requirements and process policies.
- Act as subject matter expert for the practice across the organization.
- Drives practice interlocks with Service Owners, Practice Champions & Practitioners across the organization
- Responsible for implementing ITIL 4 best practices and increasing the maturity of the practice.
- Drives alignment with other ITIL 4 practices.
- Acts as subject matter expert and SPOC for the ITSM tool, ensuring standardization and alignment with the Practice.
- 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.
Qualifications
Who you are
- Bachelor's degree in business management, Computer Science, information systems, or equivalent.
- 4 to 6 years of experience in the IT industry.
- Minimum 4 years of experience in IT Service Management processes with the implementation of processes as per recognized industry standards.
- Minimum 4 years of experience in quality management, audit compliance role, or Service management role with emphasis on quality improvement.
- Experience of working in the Airport / Airline industry preferred.
- Experience in service management processes, business process management, and Improvement.
- Competent in Microsoft Office, Knowledge of a wide range of ICT technologies and services.
- ITIL 4 Foundation Certification required.
- ITIL 4 Specialists Certifications required.
- ITIL Managing Professionals required.
- Certification on Quality Management standards (i.e. ISO/IEC 27001, ISO/IEC 20000, or ISO 9001) is desired.
- Six Sigma Green Belt required.
PROFESSION COMPETENCIES
- Business Acumen
- Consultancy
- Financial Acumen
- Info Gathering Processing
- Organizational Awareness
- Quality Orientation
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
What We Offer
SITA's workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who've been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you'd expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome to SITA
SITA is the world's leading specialist in air transport communications and information technology. We don't just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities
Keywords: ITIL Practice, Process owner.
