PROCESS MANAGER
Core
Managing ITSM processes (Incident, Problem, Change) for a French client from an offshore center in Casablanca, ensuring SLA compliance and clear remote communication.
Role type
Process Manager (ITSM)
Builds
ITSM processes and service delivery for a French client
Domain
IT Service Management / Offshore Support
Deliverable
client delivery
Required skills
ITIL v4 process management, ServiceNow, root cause analysis, stakeholder coordination, meeting facilitation, risk assessment, documentation management
Preferred skills
proactive problem identification, weekend operation planning, post-deployment verification
Technologies
ServiceNow
Responsibilities
Coordinate technical teams for incident resolution, conduct daily stand-ups and weekly incident/problem committees, evaluate and coordinate change requests, update ITSM documentation and tools, produce ServiceNow reports
Seniority
Mid-level, hands-on process owner
