Process engineer

Process Engineer | Contract | London

My client are looking for a Service Assurance Lead/ Process Engineer who will contribute to the successful delivery of the new operating model being implemented. The focus will be on ensuring the effective governance of people, process and technology to deliver a high-quality consumer experience.

This position is an integral member of the wider Digital team and will be highly visible, working across every team to ensure alignment and drive both efficiency and effectiveness. It is essential that the role holder is a highly collaborative individual capable of working with others to drive successful outcomes.

The Team and company

My client is a global consumer company going through a huge transformation. This role will be part of their Digital Infrastructure and Operations team. DI&O will play a big part of this journey by protecting, operating, improving and automating this platform.

DI&O will span a number of key areas including Cybersecurity, Site Reliability Engineering, Core Technology, Service Operations and Feature Activation and Enablement – it’s a core part of our business and one of the most exciting places to be.

Key Responsibilities

· Be responsible for the operational controls and service management processes, escalation procedures, related disciplines and tooling to manage work in DPO.

· Creating the Service Management processes to manage Digital, DI&O and the seleced 3rd party vendors.

· Building the service management processes, workflows and configuration in ServiceNow.

· Be an effective communicator to establish and deliver effective operational controls and service management processes across a varied audience.

· Have focus on opportunities to remove waste, improve effectiveness and create efficiencies with a continuous improvement approach, creating and updating process and procedures where necessary.

· Partner with teams external to DI&O to deliver the managed service.

Essential Skills & Experience

· Demonstrable first-class stakeholder engagement and proven customer support experience gained in a technology environment with relevant experience of operational controls and service management processes, escalation procedures and related disciplines.

· Process engineering, definition and visualisation experience.

· Knowledge of configuration management and experience of building service structures and maps.

· Experience in customer /business communication with the ability to support them in the understanding of technology operations, aligning this with the customer’ processes and expectations.

· Strong vendor management experience and understanding 3rd party support contracts.

· Proven ability to manage conflict and prioritisation in an ambiguous setup.

· Knowledge and use of ITSM/work management systems (ServiceNow, JIRA etc.)

· Experience working within an Agile environment delivering faster at a higher quality level.

· Willingness to travel across Europe, Latin America and Asia Pacific.

Process Engineer | Contract | London

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