Process Controller

1 week ago

Taguig, National Capital Region, Philippines Fujitsu Full time

Fujitsu Taguig, National Capital Region, Philippines

Process Controller

2 days ago Be among the first 25 applicants

Role: Service Desk / ITIL Process Controller

Level: Mid - Senior

Work Logistics: Onsite at Taguig BGC, Hybrid options available later on / 24/7~ Predominantly Mid shift

Role Purpose:

To ensure adherence to ITIL best practices and contractual obligations by managing and controlling key service management processes (Incident, Change, Problem, Knowledge). The Service Process Controller acts as a point of escalation, drives continuous improvement, monitors performance, and maintains strong customer relationships, ensuring service delivery meets or exceeds agreed service levels. This role is aligned to one or more specific customers.

Key Responsibilities:

Process Ownership and Management:

  • Take ownership of documenting, implementing, and monitoring adherence to account-related processes, ensuring alignment with contractual requirements.
  • Act as a point of escalation for process-related issues, owning the management of processes leading to successful resolution.
  • Responsible for implementing new processes resulting from account changes and ensuring full team engagement in new developments.
  • Maintain and update process documentation, procedures, and work instructions, ensuring they are readily available and understood by all relevant parties.
  • Monitor and control the resolution of incidents to ensure adherence to agreed service levels (SLAs).
  • Act as a point of escalation in disputes or uncertainty over the appropriate resolver group for an incident.
  • Act as a point of escalation when the closure of an incident is disputed by the user.
  • Analyze incident trends and identify areas for improvement in the incident management process.

Change, Problem, and Knowledge Management Control:

  • Ensure the Incident, Change, Problem, and Knowledge Management processes, procedures, and work instructions are adhered to by all relevant parties.
  • Monitor and report on the effectiveness of the Incident, Change, Problem, and Knowledge Management procedures.
  • Contribute to the continuous improvement of these processes based on performance data and feedback.

Service Level Management and Reporting:

  • Monitor service performance through statistical reporting and analysis, identifying areas for improvement to ensure customer satisfaction.
  • Prevent negative trends by proactively identifying and reacting to performance and progress gaps.
  • Escalate issues as necessary to deliver required service levels and meet or exceed customer expectations/SLAs.

Customer Relationship Management:

  • Build and enhance strong customer relationships, acting as an escalation point for the customer.
  • Own and accept personal responsibility for customer problems, championing customer issues to resolution.
  • Actively learn about and understand all current customer needs.
  • Respond to contractual incidents, alerts, and complaints by identifying, monitoring, and recording information.

Collaboration and Communication:

  • Work closely with Service Delivery Management and Process Management teams.
  • Communicate effectively with internal teams and external customers regarding process-related issues and improvements.
  • Perform other tasks in relation to the role as assigned by one's superior or by the organization.

Required:

  • Previous experience in a Service Desk or IT support role is highly recommended.
  • Strong understanding of ITIL framework and service management best practices.
  • Experience in managing and controlling IT processes (Incident, Change, Problem, Knowledge).
  • Experience with service management tools and reporting.
  • Excellent communication, interpersonal, and customer relationship management skills.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Ability to work full onsite and on hybrid model.
  • Legal working status.

Preferred:

  • Relevant certifications (e.g., ITIL, Microsoft certifications).
  • Experience with scripting or automation tools.
  • Experience in process improvement methodologies.
  • Willingness to step up and learn to enhance leadership potential and capabilities.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology and Analyst

Industries: IT Services and IT Consulting

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