Mission générale du poste:

• This position will work with the Applications and Operations teams to implement and enforce policies, processes and procedures
• Ensure successful implementation, evolvement of Incident, Problem, Change, and Notify/Critical Escalation Management.
Responsible for the delivery, management and improvement of IT services to develop the company’s business and meet user needs, using a set of Veon standards (based on ITIL, SOX and ISO).

• Develop, plan, organize, and manage all change, Incident, and Problem Management functions, documentation, processes of the Incident, Problem and Change Management Tools.
• Oversee all day to day change management activities, ensuring all changes are logged, reviewed, approved, scheduled, evaluated and closed according to documented and agreed standards.
• Define and own policies, processes and procedures for IT Service delivery and management within IT.
• Create and execute compliance and audit framework across the IT organization.
• Perform Technical Project Management duties in alignment with IT Business Management framework.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes
• Monitor and report on change, Incident and problem management process performance including defining and measuring a set of SMART KPIs for each process.
• Provide data and reporting of KPI’s and trends to IT department and others as required i.e. weekly, monthly, adhoc.
• Organise and chair the IT change advisory board (CAB/eCAB) meetings. Minute meetings and ensure decisions of change authorities are communicated to affected parties. Following the ITILSoX compliance

Establish an appropriate set of process management activities, inc