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- Lead the design, implementation, and governance of ITIL processes across the IT organization.
- Act as the process owner for one or more ITIL processes (e.g., Incident, Change, Problem, Service Request).
- Monitor process performance and ensure compliance with defined KPIs and SLAs.
- Collaborate with cross-functional teams to ensure seamless integration of ITIL processes.
- Conduct regular process audits and maturity assessments to identify areas for improvement.
- Provide training and guidance to IT staff on ITIL best practices and process adherence.
- Drive continual service improvement (CSI) initiatives based on data-driven insights.
- Prepare and present reports to senior management on process performance and improvement plans.
- Ensure alignment of ITIL processes with business goals and regulatory requirements.
- Handling escalations
Important Requirements:
- Good Understanding of Incident, Problem, Change and Service Request Management
- Lean & Agile Culture
- ITIL v3 or ITIL 4 Foundation certification (Intermediate or Expert level preferred).
- 3 days mandatory- Work from Office
- 8+ years of experience in IT Service Management with a focus on ITIL process implementation and governance.
- Experience in managing ITIL process automation and tool integrations
Skills:
- Experience in process management or a related role, with knowledge of service management principles, processes and best practices.
- Good communication and interpersonal/ intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.
- Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.
- Abilities with service management frameworks such as ITIL
- Good knowledge of Michelin IS is a real plus
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What We Do
Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks.
It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases.
Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries.
Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia.
In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward....
