Request Fulfilment Manager (ReqFulMan) London, England
| Salary: | Package |
The Request Fulfilment Process Manager is an integral role within the Service Operations team
responsible for defining, managing and ensuring compliance to the Request Fulfilment process providing a central co-ordination function for the management of service requests from the business. The function will maintain oversight of the end-to- end process, resolving exceptions and dealing with queries in a consistent and timely manner.
Accountable for defining, documenting, maintaining and implementing the new Global Request
Fulfilment process. The Request Fulfilment process is not used consistently and the Request Fulfilment Process Manager will be responsible for standardising the process so service requests are of a standard quality and content. This enables requests to be satisfied in a timelier manner, thereby supporting the execution of business processes in a more efficient manner, where these are dependent upon the implementation of SAP.
Develop bespoke delivery models for handling individual request types, to ensure that they are handled in a consistent manner using tried and tested processes, to prevent re-development of processes on an ad-hoc basis.
Develop escalation processes which enable exceptions to be dealt with promptly with minimal delay,
thereby reducing the risk of disruption to the business caused by slow fulfilment processes.
The role requires a broad technical understanding of the function of the applications, along with an
understanding of the capabilities of the service provider community to fulfil these requests.
Accountable for ensuring the end-to-end effectiveness of the process and compliance with all corporate standards and policies.
Accountable for ensuring that measuring and reporting upon the performance of the Request
Fulfilment processes is in place and effective.
Accountable for ensuring that effective communication of all process steps is carried out for
all stakeholders, running training and education programmes as appropriate.
Accountable for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
Ensure ownership of the request by the appropriate Service provider is well understood, expectations for delivery are clear, and ultimate delivery of the request meets the specifics of the outlined request by using embedded processes and SLA’s.
Has people accountability for 2 Request Fulfilment Support Managers.
Advocate the alignment of processes and team certifications to ITIL v3.
ITIL is essential!
responsible for defining, managing and ensuring compliance to the Request Fulfilment process providing a central co-ordination function for the management of service requests from the business. The function will maintain oversight of the end-to- end process, resolving exceptions and dealing with queries in a consistent and timely manner.
Accountable for defining, documenting, maintaining and implementing the new Global Request
Fulfilment process. The Request Fulfilment process is not used consistently and the Request Fulfilment Process Manager will be responsible for standardising the process so service requests are of a standard quality and content. This enables requests to be satisfied in a timelier manner, thereby supporting the execution of business processes in a more efficient manner, where these are dependent upon the implementation of SAP.
Develop bespoke delivery models for handling individual request types, to ensure that they are handled in a consistent manner using tried and tested processes, to prevent re-development of processes on an ad-hoc basis.
Develop escalation processes which enable exceptions to be dealt with promptly with minimal delay,
thereby reducing the risk of disruption to the business caused by slow fulfilment processes.
The role requires a broad technical understanding of the function of the applications, along with an
understanding of the capabilities of the service provider community to fulfil these requests.
Accountable for ensuring the end-to-end effectiveness of the process and compliance with all corporate standards and policies.
Accountable for ensuring that measuring and reporting upon the performance of the Request
Fulfilment processes is in place and effective.
Accountable for ensuring that effective communication of all process steps is carried out for
all stakeholders, running training and education programmes as appropriate.
Accountable for ensuring that the Request Fulfilment process operates in a truly end-to-end manner, are fully integrated with other resolver group processes and all Service Integrator roles are clearly identified and fulfilled.
Ensure ownership of the request by the appropriate Service provider is well understood, expectations for delivery are clear, and ultimate delivery of the request meets the specifics of the outlined request by using embedded processes and SLA’s.
Has people accountability for 2 Request Fulfilment Support Managers.
Advocate the alignment of processes and team certifications to ITIL v3.
ITIL is essential!