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Service Management Process Analyst SABMiller

5:51:00 PM

The Service Management Process Analyst is responsible for the design, documentation and delivery of all day to day operating processes within the IS Service Management and Operations function.

The role holder will analyse existing service management processes, making recommendations and changes as required to improve the effectiveness of the processes overall.

Reporting to the Global Service Management Tools Manager, and working closely with the Service Management Tools Administrator and the Service Transition Manager (Service Management Tools) the role holder will ensure consistency and effectiveness of processes is maintained across the IS organisation.

The Service Management Process Analyst is responsible for capturing, documenting, analysing and presenting IS Service Management processes across the IS organisation.

The role holder will manage reviews and ‘deep dives’ on Service Management processes, producing process data and recommendations which will be used for management decisions.

Working with the Global Service Management Manager, the Service Management Tools Administrator and the Service Transition Manager (Service Management Tools) the role holder will ensure consistency and effectiveness of processes is maintained across the IS organisation.

Key Accountabilities:

  • Responsible for the management and oversight of IS service management processes, which may include:

- incident management; problem management; request management

- change management; service level management; configuration management

- resource coordination; customer management;

- dispute & technical resolution management; communications at various levels

  • Administers and manages the configuration of process related tools, reporting
    tools, and associated technologies
  • Collaborates with other team members to ensure consistency of delivery, adherence
    to standard practices, and continuous improvement of IS Service Management
  • Compiles, analyses and reports statistical data and trends relating to service management processes and their effectiveness
  • Provides training and mentoring for IS functional teams to ensure that process
    guidelines are understood and followed
  • Ensures effective communication and coordination of process efforts between support teams
  • Provides subject matter expert and point of contact for process related questions or issues and facilitates decision making and process walk through’s
  • Provide support and overall management of Service Management processes and tools
  • Instigate relevant process reviews and investigations into recurring problems identified through process analysis
  • Manage the global Service Management process framework, acting as a Change Manager for all planned and coordinated changes
  • Advocate the use of Service Management processes within the department, encouraging the use of best practice to manage processes effectively
  • Support the Service Management Leads in workshops with key stakeholders in order to develop Service Management support models, procedures and working practices
  • Works with project teams to ensure alignment of processes with end-to-end solution and ensure it remains implementable and operable
  • Delivers Service Management Process frameworks and support for all Service Management processes and tools

Ensure the service management processes remain aligned with wider SABMiller Service Management tools

The Service Management Process Analyst is responsible for capturing, documenting, analysing and presenting IS Service Management processes across the IS organisation.

The role holder will manage reviews and ‘deep dives’ on Service Management processes, producing process data and recommendations which will be used for management decisions.

Working with the Global Service Management Manager, the Service Management Tools Administrator and the Service Transition Manager (Service Management Tools) the role holder will ensure consistency and effectiveness of processes is maintained across the IS organisation.

Key Accountabilities:

· Responsible for the management and oversight of IS service management processes, which may include:

- incident management; problem management; request management

- change management; service level management; configuration management

- resource coordination; customer management;

- dispute & technical resolution management; communications at various levels

· Administers and manages the configuration of process related tools, reporting
tools, and associated technologies

· Collaborates with other team members to ensure consistency of delivery, adherence
to standard practices, and continuous improvement of IS Service Management

· Compiles, analyses and reports statistical data and trends relating to service management processes and their effectiveness

· Provides training and mentoring for IS functional teams to ensure that process
guidelines are understood and followed

· Ensures effective communication and coordination of process efforts between support teams

· Provides subject matter expert and point of contact for process related questions or issues and facilitates decision making and process walk through’s

· Provide support and overall management of Service Management processes and tools

· Instigate relevant process reviews and investigations into recurring problems identified through process analysis

· Manage the global Service Management process framework, acting as a Change Manager for all planned and coordinated changes

· Advocate the use of Service Management processes within the department, encouraging the use of best practice to manage processes effectively

· Support the Service Management Leads in workshops with key stakeholders in order to develop Service Management support models, procedures and working practices

· Works with project teams to ensure alignment of processes with end-to-end solution and ensure it remains implementable and operable

· Delivers Service Management Process frameworks and support for all Service Management processes and tools

Ensure the service management processes remain aligned with wider SABMiller Service Management tools

Desired Skills & Experience

Knowledge and Experience Required

  • Good level of education (degree or professional qualification preferred)
  • Experience of service management processes and process implementation
  • Experience of managing ITIL process implementation
  • Experience of facilitating and running process workshops and ‘walk through’s’
  • Good working knowledge of IS service management processes
  • ITIL qualified (highly desirable) or good knowledge of ITIL processes
  • Good knowledge and understanding of IS technology areas
  • Experience of testing and project management methodologies
  • Experience of managing relationships with internal business stakeholders
  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes

Roles, Skills and Attributes Required

  • Demonstrates the corporate values: Integrity, Teamwork, Respect, Professionalism and effectively role models these for the team and across the organisation
  • Demonstrates the ability to work in a global, matrix / team environment.
  • Demonstrates ability to work with geographically dispersed teams and global IS service suppliers to drive exceptional customer service and high performance
  • Good interpersonal, collaboration and communication skills
  • International orientation – prepared to travel internationally, able to work effectively in an international context
  • Strong negotiation skills with the ability to resolve conflicts and problems and follow through to completion
  • Exceptional planning and managing delivery to plan as well as highly developed organising and delegating skills
  • Thrives on challenges and responsibility and has high levels of energy, tenacity and enthusiasm to deliver results through the team
  • Highly developed business and commercial acumen
  • Leads the focus on quality and attention to detail
  • Strong system aptitude / affinity with technology
  • Competent in the use of Microsoft PowerPoint, Project, Word and Excel

Good command of written/verbal business English (& additional location language requirements)

Company Description

Founded in South Africa in 1895, SABMiller has grown to become one of the world’s largest & most respected brewing companies. With operations in over 60 countries, it has more beer brands in the world’s top 50 than any other brewer and it ranks among the top 3 brewers in more than 30 countries. Every minute of every day throughout the world an average of over 46,000 pints of SABMiller beer is consumed. SABMiller manufactures and markets over 150 beer brands. These include such international names as: Peroni Nastro Azzurro, Miller Genuine Draft, Castle Lager and Pilsner Urquell, as well as major regional brands such as: Miller Lite, Carling Black Label, Aguila, Cristal, Pilsener, Atlas, Snow and Tyskie. The SABMiller organisation is passionate about brewing. From local beers steeped in tradition to brands that are recognised around the world, the company’s ambition is always to offer an outstanding product. Its quality is backed by some of the most efficient brewing and distribution operations in the industry – not to mention its long and successful record of market research and brand development in all corners of the world. Its success also lies in the way it conducts its business - with a respect for partners and employees combined with a desire to support & invest in the local community. SABMiller’s history is one of exceptional growth and returns to shareholders. With its global footprint of 71,000 employees, strong portfolio of brands and spread of operations in both mature and developing markets, SABMiller is well placed to continually improve on this growth.

Additional Information

Posted:
March 5, 2012
Type:
Full-time
Experience:
Mid-Senior level
Functions:
Information Technology
Industries:
Food & Beverages
Compensation:
Market leading plus bonus
Job ID:
2659117

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