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Process Manager, IT Service Management

Employer
Molson Coors
Location
Milwaukee
Salary
Competitive

View more

Industry
Office and Administration
Role
IT
Job Type
Long-Term
Hours
Full Time

In the role of IT Service Mgt, Process Mgr working in Milwaukee, WI you will be part of the North America IT team. This role will ensure the efficient and effective operational governance of the ITIL based IT operations management processes across all IT Service Providers. As the process owner for these ITIL processes, this position will oversee and measure how each external IT Service Provider executes the Molson Coors standard IT operations and management processes, ensuring the processes remains fit for purpose, and its execution delivers the desired outcomes.

The Responsibilities:

Accountable for the overall quality, effectiveness, and adherence of the ITIL based operations management processes in Molson Coors. Focused areas are Knowledge Management and Request Management.
Partnership with Incident and Problem Management process owner. Investigates execution of critical/complex incidents and problems and ensures adherence to the master clock for resolution and root cause analysis.
Coordinate across IT and service providers the operations of the processes. Oversee the management and execution of the process, drive compliance across multiple service providers with the procedures, policies, data, technologies, and tools associated with these processes.
Identify issues with execution of the process and review the efficiency and effectiveness of the ITIL controls. Ensures the design of the processes remain fit for purpose and align with the business and follow industry best practices.
Leadership reporting and dashboards with focus on service delivery and end user customer satisfaction, including identification of trends, providing visibility, and leading resolution where appropriate.

The Other Qualifications:

You have a Bachelor's degree
You have at least 4 years of experience in IT with 4 to 6 years' experience in defining, updating, deploying, and managing ITIL processes and related technology to support ITIL practices in global organizations. ITIL Practitioner Certification preferred.
Preferred that you have at least 2 years experiencing working with multiple 3rd-party service providers preferably in IT Service Operations
Understanding of IT service management activities
Strong communication skills - both verbal and written
Your constant curiosity fosters an innovative style to create effective, efficient processes.
You are confident and competent. You are diplomatic, professional and exercise great judgement in developing and maintaining excellent business relationships within the business.

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