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Demand and Knowledge Process Manager

  • Hybrid
    • Bucharest, București, Romania

Job description

Demand and Knowledge Process Manager
Main scope of the role:

The candidate:

  • Will optimize IT production through effective control of our processes, mainly Demand process and Knowledge management process

  • Will improve service quality and efficiency through high-performing processes

  • Act as a cross-functional Delivery Enabler (Process Manager) for UIF, ensuring alignment across business units, affiliates, and UIF/TGITS squads

  • Design, implement, and continuously improve IT processes, with a strong focus on core ITIL practices

  • Ensure processes are fit-for-purpose, standardized, and aligned with Information Systems function needs

  • Define, monitor, and enhance KPIs and performance indicators to drive operational excellence and data-driven decision-making

  • Lead and contribute to continuous improvement and optimization initiatives/projects

  • Promote knowledge management, documentation, and maintenance of process reference frameworks across the division

  • Increase the level of maturity of Knowledge Management towards AI

  • Engage in and contribute to the Delivery Enablers community, sharing best practices and driving process consistency

Job requirements

  • Global understanding of IT infrastructure concepts and End Users Services

  • Agile way of working; product mode

  • ITSM, ITIL service management tool

  • Notions of knowledge in PAS, SAAS, IAAS and automation

  • Cybersecurity: general understanding of stakes and risks

  • IT engineers with around 8 years of experience

  • First experience in IT Service and delivery

  • Strong sense of service (collaborative, client-oriented)

  • Ability to manage stream of a project

  • Client relationship management

  • Ability to lead and deliver transversal topics

  • Engineer background

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