Your role
The Senior IT Process Leader is responsible for evaluating, improving, and maintaining IT processes in alignment with ITIL best practices in order to ensure the efficiency of IT operations by optimizing ITSM process governance, managing IT assets through the CMDB, and rigorously monitoring performance indicators (KPIs)
Analysis and Improvement of IT Processes: Conduct critical analysis of existing IT processes and identify areas for improvement
Ensure alignment of processes with ITIL frameworks
Design and implement optimized IT workflows to enhance the responsiveness and efficiency of IT teams
Management and Evolution of the CMDB (Configuration Management Database): Maintain an up-to-date CMDB, ensuring reliable mapping of IT assets
Establish control mechanisms to ensure the accuracy of CMDB data
Collaborate with technical teams to integrate the CMDB into other ITSM processes (Incident, Change, Problem Management)
Supervision of Performance Indicators (KPIs): Define and track relevant KPIs to evaluate the performance of IT processes
Implement dashboards for real-time monitoring of operational metrics
Produce regular reports for management and propose corrective actions
IT Compliance and Governance: Ensure adherence to ITIL standards in IT process management
Establish regular audits and controls to guarantee process compliance
Contribute to documentation and training of IT teams on best practices
Collaboration with Stakeholders: Work closely with Infrastructure, Support, and Security and Risk teams
Participate in working groups and continuous improvement initiatives
Support teams in implementing new processes
Your profile
Experience: 5 to 10 years of experience in IT process management, ITSM, or IT governance
Technical skills: Excellent mastery of ITIL frameworks
Proven experience in managing and optimizing ITSM processes
Good knowledge of ITSM tools and CMDB solutions
Proficiency in reporting tools and KPI analysis
Behavioral skills: Analytical and synthesis skills
Excellent communication and change management skills
Collaborative spirit and ability to unite teams around continuous improvement initiatives