We are looking for a Service Process Owner for an IT Company in Port Elizabeth.

Purpose of the Position:

A Senior Process Owner takes responsibility for the standardisation, optimisation, automation and performance of complex processes along with the design and re-design of the processes necessary to achieve the goals of the Service Process Team and the improvement of service delivery. They are the primary point of contact for all information related to the processes that they are accountable for and will monitor the work of others, suggesting improvements and identifying quality issues

Requirements:
Certificates:
ITIL v3 Intermediate
Six Sigma Black
LEAN
COBIT 5

Work Experience Required:
8+ years’ work experience
5+ years’ quality assessment experience within a large scale (preferably multi- national) technology services and IT service provider environment
Experience in enterprise support services and service delivery environment
Working experience in ISO 9001
Solid experience in managed services and service delivery environment including technical and service management exposure
Track record of effective process management and ownership

Duties:
Perform quality assessments on resolved and closed incidents to ensure standard service procedures have been followed.
Implement methodologies for analysing effectiveness of processes.
Suggest changes to processes that will ensure optimal performance.
Work with the Process Quality Manager to assist with the establishment of programmes for quality improvement.
Implement quality management frameworks.
Determine optimal process models.
Investigate suspected fraud and/or non-compliance cases as required by business, make recommendations in work processes to eliminate reoccurrence.
Compile and distribute reports, writing and revising standard operating procedures as required.
Identify opportunities for continuous improvement

Salary is market related