Looking for a technically skilled engineer experienced in setting up Global IT Service Management in a large enterprise context.
This is to build a digital support function in line with strategic goals. Develop current ITIL processes and apply DevOps environments whenever possible. The assignment will be driven on a subdomain level in Digital.
The scope of the consultant services is to assist in:
Enable a digital support organization operating across multiple products in the subdomain of customer support & returns.
The person needs to have experience in enable site reliable engineering (SRE) in a big support organization together with independent and autonomous product teams. Designing and owning the IT Service Catalogue horizontally across IT towers, including reporting on its SLA/SLOs.
Person needs to Implement needed quality gates, business continuity management, and continuous improvement across the subdomain.
What 3 things from the box above are most important?
Experience in ITIL/DevOps/SRE/knowledge management methods and processes
Experience in setting up large-scale support teams with Service Now + Jira /multiple tracking tools
Experience in “design support for end-user,” not for process