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Job ID: JR0092694
Job Category: Information Technology
Primary Location: Kulim, KDH MY
Other Locations: Malaysia, Penang
Job Type: Experienced Hire

Senior IT Service Management Process Owner

Job Description

ITSM Process Expert: Best single authority on their own process within MIT. Owns process documentation on single repository and training delivery to all MIT employees as needed
Escalation point and content expert for their own processes by default or other processes as needed (e.g. in local Geo)
Own KPI-based Process Measurement: Measure and control Process Effectiveness at segment level based on SLA where available (e.g. outcome performance such as MTTR performance vs. goal)
Measure and control Process Efficiency at segment level (e.g. execution misses (missing escalation or breach reasons, failure to identify impactful changes, gaps in task force management) and indicators of process waste (stale problem tickets))
Measure and control Process Maturity (e.g. maintain process maturity at level 3 in MIT)
Provide Input to Governance Forums
Perform updates on process effectiveness (AOM) and efficiency (SOWG) as necessary
Lead the Service Process Manager Community
Chair their process PM UG to ensure services are executing process roadmap and providing feedback for process improvement
Mentor Process Managers, provide education and training as needed to support execution and provide continuity
Manage Process Improvement Roadmap and ensure MIT process improvement roadmap aligns with IT. Represent MIT in IT PIT teams
Drive Process Maturity to the appropriate level (3 by default)
Drive leaning out of processes where possible
Actively balance need for process improvement with understanding of burden of process changes on MIT across the segment
Participate in and drive future process based segment level priorities (e.g. KI8 pillars)
Act as the SPOC to disposition process improvement suggestions from MIT APTs
Cooperate with MIT stakeholders for Alignment and Improvement
Integrate MIT and IT process changes with other processes as needed via the POWG
Inform and seek approval from MIT Service Owners on proposed MIT and IT process changes
ISMP (ServiceNow) Content Expert: Thorough understanding of ISMP capabilities and enhancements:
Thorough understanding of ITIL model
Performs ISMP testing as required (e.g. future ISMP platform upgrades)
Remain Connected to the Business
Play Process Manager role in at least one service
Provide opportunities to Process Analysts or Project Owners as needed
Attend meetings in new MIT operational model (e.g. ADOM, huddles, SOMS etc.)


IT Service Management process owner training and experience is preferred but not essential

Inside this Business Group

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Other Locations

Malaysia, Penang

MYExperienced HireJR0092694
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