Job Description
‘What you will do
The Process Change Leader is a key role reporting to Director Service Operational Efficiency of EMEALA region. You will be part of a newly formed team driving operationalized efficiencies across our services businesses in Europe, Middle East & Africa and Latin America.
As Process Change Leader you will be supporting the deployment of regional implementation programs for new applications and processes (these include Service CRM applications and Configure Price Quote solutions) for the allocated regions and programs. You will be focused on mapping the local ‘‘As Is’’ and ‘‘To Be’’ processes with the teams and implementing to be processes with the teams through Change Management.
How you will do it
As an experienced Service Operations professional you will be closely working with in-country regional teams, project implementation leader and core program teams. The Process Leader will be responsible for documenting the ‘‘As Is’’ and ‘‘To Be’’ service processes in enough detail to support project implementation. Review enhancement requests, work with the IT Program Manager and IT Applications Leader to assess proposed applications capabilities to support ‘‘As Is’’ process or changes. Identify process gaps and gap planning, design value streamed and efficient workflow to work within ‘‘As Is’’ process. Work with IT Scrum Master to write POC and UAT scripts to test applications ahead of go and no go decisions. Create SOP’s and work with Training Leader and applications leader to create user training. Assist the Implementation Leaders to create the Regional Implementation blueprint documents and implementation plan.
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