**Job Description:** **Role: Process Practice Principal, Maturity Assessment** **Location: USA (Home Office with 25% travel)** The Process Practice Principal for Maturity Assessments is responsible for validating that processes being executed in the delivery of services to Customers are consistent with and in compliance with Virtustream’s Standards and Operational Best Practices, allowing accounts to meet contractual service delivery obligations with Customers while increasing overall Operational Maturity. This role is also responsible for identifying possible roadblocks and improvements in our daily operations, providing recommendations and coordinating implementation of actions to achieve such improvements, all as part of Virtustream’s Continual Service Improvement Cycle. **Principal Duties and Responsibilities:** · Understanding Virtustream’s contractual obligations · Discovering current processes being executed in daily operations for the assigned accounts by conducting interviews and workshops with Virtustream employees and Customers and by reviewing and evaluating all relevant process documentation. · Evaluating actions required to increase operational maturity and efficiency while ensuring compliance with Virtustream’s Standards. · Producing Service Improvement Action Plans and Road Maps. · Coordinating execution of Action Plans and following up on Road Maps. · Designing and implementing Go to Green Plan while coordinating with other internal functional areas and Customers · Working with customer and other support teams implementing recommendations for account improvements when required
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:** **Skills:** · Excellent oral and written communication skills. · Excellent documentation skills. · Must have strong problem solving skills and the ability to multitask. · Knowledge and experience in ITSM Service Lifecycle with relevant experience in IT Service Operations, Transition and Continuous Improvement. · Must possess excellent working knowledge of ITIL process. · Must possess the coordination and interpersonal skills required to mentor and work across multiple service teams, communicating effectively to both internally and externally facing organizations. · Must be self-motivated, and have an ability to work well in a geographically dispersed, virtual team environment. · Accepts responsibility and exhibits a 'take charge' demeanour to facilitate process improvement. · Diplomatic and customer service focused; ability to manage and influence stakeholders in positive, poised and effective manner. · Proven ability to effectively communicate complex technical issues to non-technical people. · Working knowledge across all infrastructure components. **Requirements:** · ITIL V3 Foundation Certification · ITIL V3 Practitioner or ITIL Expert preferred. · Knowledge of Lean IT and Value Stream Mapping preferred.
**Functional Area(s):** Professional Services **Business:** Virtustream **Business Unit:** 500 - VIRTUSTREAM **Location:** VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee **AutoReqId:** 187373BR