Job Description

Goal of Function:

• The Sr Dir of Customer Service and Automation, Global Processes on will lead a diverse team responsible for process mining, process documentation, process analytics, RPA, Service management and Customer liaison team.
• This role is pivotal in driving process excellence, ensuring effective deployment of IT projects, and optimizing IT services globally.
• The ideal candidate will possess a deep understanding of process management and a strong appetite for continuous improvement by leading cross-functional teams to achieve strategic goals.

Main Tasks:

• Leadership and Strategy:
+ Provide visionary leadership to the team, fostering a culture of innovation and continuous improvement.
+ Develop and execute strategies to optimize IT processes, enhance service delivery, and ensure alignment with the company's global IT objectives.
+ Collaborate with senior management to define and implement the department's goals and objectives.
• Team Management:
+ Lead and manage the Celonis team focused on process mining and optimization and Ui Path focused on Process Automation.
+ Oversee the Signavio team responsible for process documentation and analytics.
+ Direct the ServiceNow team to enable best in class enterprise-wide service management.
+ Coordinate with the "last mile of IT" managers across countries to ensure seamless project deployment and local market support.
+ Mentor and develop team members, promoting professional growth and skill enhancement.
• Process Optimization:
+ Identify opportunities for process improvements using data-driven insights from process mining and automation tools.
+ Drive the implementation of best practices and standardized processes across the organization.
+ Ensure effective documentation of processes and workflows to facilitate knowledge sharing and consistency.
• Service Management:
+ Oversee the design, development and delivery of solutions for incident, problem management, Service catalog, service request and other Service now components .
+ Establish best practices, release management, intake process and any other processes required for a consistent and optimized delivery of Service now solutions.
+ Monitor and report on service performance metrics, taking corrective actions as needed to meet or exceed targets.
• Project Deployment with Customer liaison teams:
+ Enable the customer liaison teams to help deploy IT projects in local markets, coordinating efforts between global and local teams.
+ Establish a methodology for successful delivery of large scale projects in local markets with the help of customer liaison teams.
• Stakeholder Collaboration:
+ Work closely with various stakeholders, including business units, regional IT teams, and external partners, to understand needs and deliver solutions that add value.
+ Communicate effectively with stakeholders at all levels, providing updates on progress, challenges, and achievements.

Qualifications & Experience

• Bachelors and/or Masters in: Business Informatics, Computer Science, Information-oriented Business Administration/ Economics, Mathematics or a comparable degree program
• Minimum of 10 years of experience in IT process management, service management, or related fields, with at least 5 years in an IT leadership role.
• 5+ years in senior engineering and technology roles working with platform / product development teams, delivering and building platforms
• Leadership experience, e.g. project lead, functional and / or disciplinary management responsibility
• Understanding of process mining tools (e.g., Celonis), process documentation and analytics tools (e.g., Signavio), and IT service management platforms (e.g., ServiceNow).
• Experience in working across multiple levels of business stakeholders
• Experience in software programming, application development and automation tools
• Know how on applications like SAP, Workday, Salesforce etc.
• Excellent understanding of key business processes and related performance measurement
• Must be willing to travel 25% of the time.
• Ideal candidate will reside in India.
• Fluent in English, other languages advantageous

Q ualities of Special Significance for the Successful Performance:

• Leadership : Inspire and motivate the team, make sound decisions, and resolve conflicts effectively.
• Communication: Actively listen, clearly articulate information, and influence and persuade stakeholders.
• Collaboration: Foster teamwork, build strong relationships, and coordinate with cross-functional and regional teams.
• Emotional Intelligence: Show empathy, self-awareness, and manage emotions, especially under pressure.
• Adaptability: Be flexible, resilient, and open to new ideas and changing circumstances.
• Problem-Solving: Use critical thinking, encourage innovation, and take a proactive approach to potential issues.
• Time Management: Prioritize tasks, delegate appropriately, and maintain organization to manage multiple projects.
• Vision and Strategic Thinking: Develop and communicate a clear vision, create strategic plans, and set achievable goals.
• Cultural Awareness: Understand and respect cultural differences and promote an inclusive environment.