Is Request Fulfilment Process Manager

vor 3 Wochen

Zurich, Schweiz ABB Vollzeit

**IS Request Fulfilment Process Manager**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
The IS and Request Fulfilment Process Manager enhances consumer productivity and satisfaction (of all ABB employees and externals). The incumbent is accountable for managing process operation on day to day activity. Improving consumer satisfaction from Request Fulfillment, and accurate and timely fulfilment IT requests to the consumer. The incumbent will be required to manage the process standards across all suppliers, service owners and consumers.

**Your responsibilities**:

- Ensure that the process policies, procedures and work instruction are always kept up-date
- Drive Process Improvements initiatives with service owner, suppliers, business stakeholders and consumers.
- Ensures that requests are handled according to corporate standards, processes, and procedures. Investigates escalated and requests to responsible service owners and seeks fulfilment.
- Dashboards displaying metrics on performance of request fulfilment, including backlog, long running fulfilment and, breached service levels.
- Ensures end-to-end ownership of all requests in collaboration with relevant stakeholders across the organization (incl. service owners) to complete the fulfillment as quickly as possible.
- Ensures training, and coaching of all internal and external process practitioners, and specialists to ensure a common consumer-centric mindset, including a “never say no” principle are nurtured.

**Your background**:

- BSc with 7+ years of experience in large organizations.
- BSc with 5+ years of experience in IS process and service management.
- Working experience in business process management and in business process modelling
- Advanced analytical and problem-solving skills.
- Experience in identifying process and service support gaps and triggering mitigating actions with relevant stakeholders.
- Working knowledge of ITIL process framework.
- ITIL v4 Foundation, COBIT Foundation, 6Sigma
- Ability to work in a complex environment and able to communicate across all suppliers, service owners and consumers effectively.

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