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ITIL :: View topic - Process Improvement Lead - perm, Melbourne Oz, no relocation
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Process Improvement Lead - perm, Melbourne Oz, no relocation

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Senior Itiler

Joined: May 14, 2009
Posts: 128

PostPosted: Wed Jun 10, 2009 3:38 pm    Post subject: Process Improvement Lead - perm, Melbourne Oz, no relocation Reply with quote

If you're interested in the below, post here. If you have any feedback on the JD (usual suspects in this forum), I welcome it.

Do not waste your time posting your interest if you do not live in Melbourne Australia or are unwilling to relocate at your own expense. Exclamation

I am the hiring manager. Yes this is real.

The primary objective of this role is to participate in the assessment the existing operations and service delivery processes with the view to continuously improving towards good practice service delivery capabilities for {Company Name}.
This function will also provide key subject matter expertise and tools such as ITIL best practice framework to other divisions within {Company Name}.
This function will work with other divisions in identifying and driving cost and productivity improvement initiatives and preparing {Company Name} for significant investment in IT Service Management.
This function will also participate in the design of underpinning processes for new services and customers into the {Company Name} environment.

Role Description
As an advocate of process and business improvement, this role will provide analysis, advice and implementation support between closing gaps in customer expectations for service delivery and the internal effectiveness of processes in delivering such services.
The role has responsibility for process improvement within {Company Name}. This includes:
Collecting data and analysing trends compared to baselines, targets, SLAs and benchmarks. This would include output from services and service management processes
Collaborating with Operations groups on operational targets for improvement in efficiency and cost effectiveness throughout the entire service lifecycle
Collaborating with Operations groups on targets for improvements in process maturity and resource utilisation
Creating operational and tactical plans and implementing approved improvements ensure that actions are completed and that they achieve the desired results
Providing a means for staff members to recommend improvement opportunities to agreed Operations processes during a given CSI initiative
Measuring and reporting on service improvement initiatives
Leading the revision of policies, processes, procedures and plans where necessary
Contributing to the {Company Name} corporate knowledgebase by producing templates, techniques and processes for CSI

Key Accountabilities / Deliverables
Results progression and implementation of Best Practice ITIL processes resulting in significant improvement in service quality with a focus on Continuous Service Improvement (CSI) in the {Company Name} Production environment.
Financial - Implementing identified cost and productivity improvement initiatives.
People assist in the development of staff including expertise in ITIL-based process auditing, mapping, documentation and IT Service Management toolset implementation.
Leadership Model effective leadership including collaborative teamwork with other {Company Name} teams and external parties.
Customer satisfaction. Establish excellent and proactive relationship with internal customer facing groups in {Company Name} and be seen by external customers as a proactive enabler in delivering their needs.
Key skills, behaviours and experience
Significant leadership capability to drive change and motivate staff in technical and non-technical areas.
Experience conducting ICT Managed Services Due Diligence, Transition and Transformation activities in an ITIL-aligned target support environment.
Expert subject matter capability and demonstrated success in driving significant service and cost improvements within ICT and or managed services business.
Significant project and process management capability including Capability Maturity Model (CMM) maturity assessment.
Good ITIL experience: Life cycle project experience in implementing ITIL-aligned tools and processes, ITIL V2/3 Foundation certification mandatory, ITIL V2 Managers certification strongly recommended. ITIL V3 Expert certification desired.
COBIT and/or ISO/IEC20000 awareness desired. Prince2 awareness mandatory. Operations Team Leadership (>15 staff) experience desired.
Authoritative influencing and listening skills to work with customers and peers to achieve results team player.
High level of problem solving ability and strong written skills.
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Senior Itiler

Joined: May 14, 2009
Posts: 128

PostPosted: Mon Jul 13, 2009 1:30 pm    Post subject: Reply with quote

Have found my two new recruits. Opportunity gone (although the response was deafening Rolling Eyes )
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Senior Itiler

Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Tue Jul 14, 2009 9:14 am    Post subject: Reply with quote

That was quick. Did you get lots of applicants?
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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Senior Itiler

Joined: May 14, 2009
Posts: 128

PostPosted: Thu Jul 23, 2009 10:43 am    Post subject: Reply with quote

about 30 applicants of which 15 were complete rubbish. Interviewed 6, found 2 good enough to hire, went for the more experienced bloke.

Nobody exactly matched the JD but I got 70%-80% of what I was after and someone with good work ethic and desire to learn so am pretty happy.
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