Service Management Process Manager

Service Management Process Manager
ROLE DESCRIPTION SUMMARY
The Service Management Process Manager will play the primary role in transforming our service management framework by leading the redesign and optimization of the following E&O core processes: Incident Management, Problem Management, Knowledge Management and Request Fulfillment. This role will also aim to incorporate any missing sub-processes that support these core ITIL processes. For instance: a Hazcon process and Risk Management process which support incident management in both a proactive and reactive sense. All processes shall be designed to align with the company's Zero Outage Initiative (ZOI). This position is responsible for formalizing top-down policy documents and developing an integrated framework for process interfaces, while driving implementation with clear metrics for high availability. The role demands exceptional communication and cross-functional alignment skills to engage stakeholders, train teams, and present to leadership process gaps, actionable solutions with timeframes, and metrics showcasing continual improvement, ensuring operational excellence and stakeholder alignment across the organization.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Service Management Process Ownership (Shared Responsibility with Manager): Lead the design/redesign and optimization of SES's core processes to align with industry best processes (Incident, Problem, Knowledge and Request Fulfillment), formalizing top-down policy documents to support the company's Zero Outage Initiative (ZOI), ensuring seamless integration and operational efficiency across all service management workflows.
• Process Integration (Shared Responsibility with Manager): Develop and own a comprehensive framework skeleton for the intertwining of industry best practices and their connecting interfaces, establishing a cohesive structure that supports ZOI objectives and enhances cross-functional collaboration.
• Policy and Framework Establishment & Measurement (Shared Responsibility with Data Analytics Team): Utilize proven expertise in service management to deploy robust, scalable service management frameworks, incorporating formalized policies and establishing clear metrics and monitoring mechanisms to measure and achieve compliance and performance targets.
• Stakeholder Engagement and Alignment (Shared Responsibility with Learning & Development Team): Provide relevant training content to the L&D team to enable the creation of interactive learning materials. These materials will help engage stakeholders at all levels by clearly explaining process changes, policy updates, and the associated operational benefits, securing buy-in and reinforcing a culture of continuous improvement. Ensure cross-functional teams and end-users receive comprehensive training and alignment to support the successful adoption of new operational processes and practices.
• Leadership Reporting (Shared Responsibility with Manager): Effectively present to leadership identified process gaps, proposed solutions with clear timeframes for resolution, and supporting metrics demonstrating consistent growth and continual improvement for each process. Establish a structured format and frequency for these reports

COMPETENCIES

• Industry Process Expertise: In-depth knowledge of the ITIL framework and industry best practices with proven ability to implement and tailor to a satcom company's specific needs. Strong focus on Incident Management, Problem Management, Knowledge Management and Request Fulfillment.
• Strategic Process Design: Ability to develop and formalize top-down policy documents and integrate ITIL processes with organizational objectives, such as ZOI, ensuring cohesive and scalable frameworks.
• Stakeholder Engagement and Communication: Exceptional verbal and written communication skills to articulate complex process changes, secure stakeholder buy-in, and present gap analyses, solutions, and metrics to senior leadership with clarity and confidence.
• Adaptability: Able to thrive in a fast-paced, dynamic environment while managing competing priorities.
• Management: Foster a culture of continuous process improvement, knowledge sharing, and training development across Engineering and Operations, positioning oneself as a key driver in these initiatives.

QUALIFICATIONS & EXPERIENCE

• Relevant university-level education
• 8+ years of operational experience in the satellite or wireless communications industry focused on process management
• Experience aligning and influencing live operations within Incident, Problem, Knowledge and Request fulfillment processes
• ITIL certification or demonstrated equivalent experience with event, incident, change, problem, request and knowledge management processes
• Proven success in leading industry best practice transformations aligned with company goal
• Successful track record of training and aligning cross functional teams
• Proficiency in defining and tracking KPIs for ITIL processes, with experience using data visualization tools (e.g., Power BI) to present performance trends and improvement metrics.
• Demonstrated success presenting to senior leadership, including gap analyses, solution proposals, and performance metrics.
• Experience being an Incident Manager or Problem Manager

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.
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