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Incident & Problem Global Process Manager with ServiceNow backlog responsibility

Would you like to take the lead in ensuring that our key IT processes and ServiceNow platform provide actual value to the organization? Then you might be our new Global Process Manager in Global IT.

As Global Process Manager, you are responsible for the design, implementation, and operation of the global Incident and Problem processes. To ensure a close system alignment you are also responsible for managing and prioritizing the ServiceNow support backlog. Thus, you be working closely with and linking process communities across Global IT teams and the ServiceNow team.

We offer a strong mandate in an ambitious and successful global company, where IT is viewed as a strategic focus area. The role is anchored in IT Operations and Service, where personal drive and impactful delivery are valued. Your goal is to ensure efficient processes and systems, with high user satisfaction. Your success will help DSV users and business units deliver world class service to our customers.

The key responsibilities for the Global Process Manager are:

• Defining and setting the direction for the process ensuring the process design, implementation, and operation provide the agreed value across Global IT and DSV business units
• Own ServiceNow backlog with responsibility to manage and prioritize to optimize value for DSV
• Drive Process Communities with key stakeholders across Global IT
• Ensuring that processes are documented, and practitioners trained to work accordingly and efficiently
• Proactively driving process performance management across Global IT using metrics, KPIs, and reporting

To succeed in this role, you preferably have:

• Solid experience with process management on strategic, tactical, and operational levels
• Knowledge and experience with ServiceNow and backlog management
• Experience from an international, large-scale IT organisation
• Stakeholder management skills on several organizational levels including peers, business users, service owners, and executives
• Strong facilitator and communicator capabilities
• A highly motivated self-driven approach with a positive can-do attitude, with the ability to keep a perspective on the bigger picture and necessary details to ensure continuous improvements
• A relevant educational background and certifications combined with practical best practise process experience are a plus
• Proficient skills in English, both writing and speaking

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