Formulate target picture of Operating Model (Level 0 and 1, group)
Detail specific processes (Level 3 and 4)
Detailed workflows
Decision points, exception handling and operational guidelines
Interaction with IT system
Detailed task descriptions
Templates and checklists for each phase
Reporting metrics, mechanism and templates
Analysis of existing processes of Operating Model (at least level 1); level 1 and 2 include:
High-level process flows covering main process groups
Role and responsibility, governance model
Performance indicators (high-level KPIs)
Inputs, outputs, and process triggers
Systems and tools used in the process
High-level process pain points and improvement areas
Detailed revision of existing processes
Implementation plan
Gap-analysis (to-be vs. as-is) to identify processes that require standardization
Impact and effort analysis for implementation of these processes
Implementation plan (e.g. processes to standardize, required resources, time planning, …)
Key technical requirements
In-depth knowledge of IT service management frameworks (e.g. ITIL)
Experience in Operations for IT Infrastructure (e.g. Monitoring, Access Management, Incident Management, Problem Management, Change Management, Service Continuity Management, Availability Management)
Proficiency in analysing and defining IT operations processes
Experience in Organizational Development (especially Turnaround) in that area
Requirements
Ability to speak, read and write fluently English
Be able to work both autonomous and in a team
High customer-orientation
Analytical approach to problem-solving and a track record of driving results through continuous improvement
Curiosity, willingness to learn and ability to introduce creative and innovative solutions
Have a critical mind and dare to challenge
Ability to navigate a complex stakeholder environment
