This person will be responsible to contribute to the delivery and execution of complex, large scale, (high cost, high complexity and/or high risk) Global Process transformation programs by: gathering required data through direct observation and/or inquiry and synthesizing data into meaningful observation; analyzing, identifying and problem solving from information sets (issues could be business or systems issues) drawing conclusions from information sets based on analysis, creating hypotheses and presenting recommendations to the executive team; developing client specific requirements, standard operating procedures, functional roles & responsibilities, process flow and user guides
- Organize, direct and coordinate cross-functional activities to focus resources on the successful delivery and implementation of Continuous Process Improvement for a defined GP area.
- Global Process Ownership Program Managers (GPO PMs) oversee all the aspects of a process within a global horizontal process area, from the first trigger to the quality of the outputs.
- GPO PMs ensure processes are fit for purpose. Based on predefined triggers and inputs, a GPO PM follows a set of activities that generates outcomes. The outcomes are beneficial to the organization’s success as a business and it is critical that the process runs smoothly and improves on a continuous basis.
- A GPO PM is responsible for ensuring that the process generates the desired outcomes in such a way that it serves in the best interest of the organization. If the process does not fit to its purpose, corrective actions must be triggered in order to get the desired results.
- The GPO PM must ensure that these corrective actions are taken by the individual in the relevant role. The incumbent in this role takes accountability and responsibility for the successful operation of the process.
GPO PM’s follow process ownership ITIL best practices of:
- Sponsorship: Sponsorship means to take total ownership of a process and to be the spokesperson of the process in the organization.
- Design: When there will be a redesign of a process or changes brought about to a process, these fall under the main responsibilities of the GPO PM.
- Change Management: Any changes that need to be made to a process must be planned and managed by the GPO PM. Change management includes making sure that the team members involved with the process are knowledgeable of and onboard with the changes that will occur.
- Continuous Improvement and Process Metrics: Continuous improvement of services and processes must be planned and implemented by the GPO PM. The GPO PM controls improvement activities of metrics and measurements of all owned processes.
- Achieving Process Goals: The GPO PM must assure the process achieves its goals. Processes have predefined triggers and based on these inputs and triggers, a process must follow a set of activities so that the planned output can be received in the end. The GPO PM must ensure that the process meets the requirements and goals for a process.
- Recording Documents and Materials: All documents and materials about the process must be recorded by the GPO PM. In order to plan improvements and archive the history of a process, all regarding documents must be prepared and published regularly by the GPO PM.
- Measuring of Success of a Process According to Key Performance Indicators (KPI’s): The success of a process is measured by KPI’s. In order to measure whether a process is successful in meeting its goals and objectives, the GPO PM must define KPI’s for the process. During the operation of the process, these KPI’s must be measured and reviewed to check whether the process operates as planned. Improvement plans are prepared and corrective actions are taken by the GPO PM in order to improve the process performance over time.
- Assuring Personnel are Properly Trained and Know Their Roles: GPO PMs must assure all personnel providing service within a process are properly trained on the process and know their roles to perform within the process.
- Conducting Regular Reviews: The GPO PM also regularly conducts audits and reviews to be sure that personnel are competent in their roles and responsibilities.
- Improvement of Effectiveness and Efficiency of the Process: The GPO PM defines metrics or KPI’s for the process. Once these metrics, goals and objectives of the process are achieved, a new target for meeting an improved level of performance must be determined and plans for improvement should be prepared and implemented.
- Supporting the Service Improvement Plan: The GPO PM must support service improvement plans to drive better service operation throughout the organization.
- Cooperation with Line Management: The GPO PM must cooperate with Line Management: Management of people or personnel serving in a specific domain in the organization.
- High School Diploma / GED
- Bachelor’s degree in Business Administration or Technology Management-related area of study
- MBA or Master’s Degree in Technology Management-related area of study
- 7 - 10 years of work experience in project management or
- 7 - 10 years of work experience delivering business solutions using information technology
PREFERRED EXPERIENCE, LICENSES/CERTIFICATIONS
- PMP or Certification in Project Management
- Lean Six Sigma (Green Belt or higher is preferred)
- Continuous process improvement and change management experience
Is Travel Required?
Referral Payout Level: 3
This job is responsible for the successful definition, implementation and delivery of complex programs that requires cross-functional collaboration and interdependencies between a group of projects and/or related activities within the constraint of scope, quality, time and budget and under circumstances involving multiple moderate-probability, moderate-impact risk factors. Manages a matrix group of employees and contractors who serve on project teams and/or within departmental work groups to achieve a coordinated benefit.
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