The posting
Functional overview
Inchcape has begun to deploy the DDCs to support global, regional, and local IT services. As part of the DDC strategy, Service Operations is accountable for supporting the global/regional/local service entities and platforms providing a consistent, predictable, and repeatable level of service. Will drive consistency and quality to the operations through harmonized processes and standard performance measuring & reporting.
This role is accountable for the design, implementation and operations control related activities of the following processes: IT service reporting, Incident & Critical Incident management, Service Request Fulfilment, Problem Management and Continuous Service improvement; looking for minimize the adverse impact on markets operations, ensuring that the best possible levels of service are maintained.
Duties and responsibilities
- Will manage the integration of all the necessary internal and external IT service entities to restore IT Services as safely and as quickly as possible.
- Will prevent future recurrence of those issues.
- Ensure all incidents, requests and problems are logged in the relevant SM Toolsets.
- Once the processes be defined will promote fully adherence to them
- Provide 24x7 Incident Management response to all P0 and P1 Incidents and monitor their progress against defined SLA’s and perform Post Incident Reviews (PIRs). Management and control of all P0 and P1 incidents in the SM toolsets and invocation of the Critical Incident process as per agreed with the markets.
- Design and produce operational reporting to support the global, regional, and local service entities.
- Provide communications and escalation as and when appropriate
- Reduce the number of reoccurring incidents and severity of problems.
- Provide a problem analysis capability to ensure proactive problem management is performed in an effective manner.
- Track the progress of all Problem Records to ensure they are actively progressed through the Problem Management Process to closure.
- Communicate status of problem management and the effectiveness of the process.
- Follow the Problem Management process while supporting the activities of problem analysis and resolution.
- Deliver reliable IT services to the markets while improving quality and efficiency through an unrelenting focus on continuous improvement, managing properly our stakeholders´ expectations.
- Ensuring adherence to the Service Operations approach across global, regional, and local IT systems.
- Needs to be able to understand technical issues at high level to both converse with the technical recovery teams as well as translate technical language to keep the markets updated where required.
- Ensure that the Service can be managed, operated, and supported in accordance with the requirements and constraints specified within the service design.
- Provide support to project and BAU resources on issue and risk mitigations and serve as an escalation point.
Minimum competencies
- Demonstrate the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team
- Demonstrate ability to lead in a global, matrix / team environment. Demonstrates ability to lead geographically dispersed teams of IT services to drive exceptional customer service and high performance.
- Ability to build strong relationships with business stakeholders, including senior managers and 3rd party vendor executives and to influence and be persuasive.
- Strong interpersonal, collaboration and communication skills
- International orientation – prepared to travel internationally (preferable) and working effectively in an international context.
- Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion.
- Pro-active with high levels of energy, tenacity, and enthusiasm to deliver results.
- Exceptional focus on quality and strong attention to detail.
- Will need a strong background in the Management of IT Services from both process and technology perspective.
- Comprehensive general knowledge and understanding of key IT technologies.
- Deep knowledge of the processes under the scope.
- Ability to understand and set service level requirements.
- Understanding of priorities and organisational constraints.
- Broad understanding of Inchcape operating methodologies and frameworks (ITIL, TOGAF, SAFe, Gateway, etc.)
- Identify and involve all the relevant key decision makers and contributors at the appropriate level, from start to finish, to get them on board.
- Look to integrate people from other parts of the markets early on to
