Process Excellence Leader

4 weeks ago

Bengaluru, India Circana Full time

Process Excellence Leader


Let’s be unstoppable together

Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.


At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and

stay curious together. Learn more at


What will you be doing?


This role is responsible for the development of service strategy and being accountable for the design, communication, and enforcement of these processes. Responsibilities include overseeing the development of Information Technology Service Management (ITSM) processes and controls, owning the implementation of a new Process Council, overseeing designated process owners, and providing ongoing governance.


A major objective is promoting service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.


Job Responsibilities

  • Responsible for overseeing and leading one or more of the Information Technology Information Libraries (ITIL) - (Incident, Problem, Change, Service Level, Asset, Configuration, Knowledge etc.).
  • Responsible for resolving Service Management issues which arise in connection with ITSM Services.
  • Will review service metrics (Key Performance Indicators) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services.
  • Responsible for coordinating inter-process changes with process owners.
  • Will need to ensure alignment of ITSM solutions and champion consistency between processes.
  • Will need to ensure appropriate Operation Level Agreement (OLA) and Service Level Agreement (SLA) is in place to support any new services.
  • Responsible for analyzing and reviewing actual service performance against SLAs and OLAs.
  • Responsible for providing regular reports on service performance and achievement.
  • Responsible for reviewing SLA and OLA targets and metrics where necessary.
  • Will need to review third party underpinning agreements where necessary.
  • Responsible for evaluating, developing, and deploying new departmental processes.
  • Responsible for identifying potential enhancements to existing processes.
  • Responsible for utilizing available service platforms to support all process management, reporting, and governance activities.
  • Responsible for supporting team in preparing for and participating in control reviews and internal/external audit engagements.


Requirements

  • Undergraduate degree in related field and 12+ years of related work experience.
  • ITIL Foundation certification preferred.
  • Understanding of Lean Six Sigma required, and certification preferred.
  • Ability to enable and champion an IT service culture.
  • Ability to support, coach, and develop peers to ensure success of the team as whole.
  • Proven track record of training, coaching, motivating, and mentoring staff.
  • Strong negotiation and stakeholder management skills.
  • Excellent written and oral communication skills, including presentation skills.
  • Excellent analysis and problem-solving skills.


Circana Behaviors


As well as the technical skills, experience and attributes that are required for the role, our shared behaviors.

sit at the core of our organization. Therefore, we always look for people who can continuously champion.

these behaviors throughout the business within their day-to-day role:

  • Stay Curious: Being hungry to learn and grow, always asking the big questions.
  • Seek Clarity: Embracing complexity to create clarity and inspire action.
  • Own the Outcome: Being accountable for decisions and taking ownership of our choices.
  • Center on the Client: Relentlessly adding value for our customers.
  • Be a Challenger: Never complacent, always striving for continuous improvement.
  • Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity.
  • Commit to each other: Contributing to making Circana a great place to work for everyone.


Location: This position can be located in the following area(s): Bangalore

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