Job Description:
Service Senior Process Owner

· 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

Tertiary qualification (Business process engineering and mapping or IT or Business)
ITIL v3 Intermediate
Six Sigma Black
LEAN
COBIT 5
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