By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda's Privacy Notice and Terms of Use . I further attest that all information I submit in my employment application is true to the best of my knowledge. Job Description Incident, Event and Service Request Process Owner Position Overview: Takeda is seeking an IT Service Management process owner focused on Incident Management, Event Management and Service Request Management processes. Selected candidate will work in the Service Governance team to manage and govern the above processes. The candidate will also serve as a liaison with other Takeda business units / functions, deliver in a highly dynamic environment, and will need to adjust work priorities based on changing business needs. Primary Responsibilities Act as the Global process owner for Incident Management, Event Management and Service Request Management. Lead the implementation and adherence of these ITSM processes globally. Define and monitor KPIs to identify risks and issues. Analyze both process performance to provide inputs for build actions and/or decision making. Initiate and maintain a process compliance training program for IT internal resources as well as service provider staff by working with IT training team. Lead ITIL maturity audits and provide recommendations to ensure continual improvement. Serve as subject matter expert for Incident Management, Event Management and Service Request Management and participate as an SME in related projects Prioritize incoming demands for the processes and provide inputs as necessary for enhancing and improving the processes Lead continual service improvement initiatives for the processes Provide proper handholding of the processes to service delivery/operation team including Service Providers. Basic Qualifications: Required Skills: Bachelor's degree in computer science or related field or foreign academic equivalent plus 8 years related experience. Process management in ServiceNow platform for Event Management, Incident Management and Service Request Management Experienced in Global IT Service Management processes leveraging ITIL and CMMi best practices including Standard Operating Procedures (SOP), KPIs, Roles and Responsibilities and Training Excellent communication skills and prior experience in working with global stakeholders including internal and external service providers, QA, and IT Business Stakeholders ITIL V3, V4 Foundation Certification Desired Skills Experience in operationalizing Service Levels for Incidents and Requests 3 Years of experience in Pharma or Healthcare sector IT ITIL V3, V4 Expert level Certification Education: Bachelor's degree in computer science, information systems, engineering, or equivalent course. Locations Estado de México, México Worker Type Employee Worker Sub-Type Regular Time Type Full time J-18808-Ljbffr
