Demand and Knowledge Process Manager

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

• 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