Job Description

DSM – Bright Science. Brighter Living.™
Royal DSM is a global, purpose-led, science-based company active in Nutrition, Health and Sustainable Living. DSM’s purpose is to create brighter lives for all. DSM addresses with its products and solutions some of the world’s biggest challenges while simultaneously creating economic, environmental and societal value for all its stakeholders – customers, employees, shareholders, and society at large. DSM delivers innovative solutions for human nutrition, animal nutrition, personal care and aroma, medical devices, green products and applications, and new mobility and connectivity. DSM and its associated companies deliver annual net sales of about €10 billion with approximately 23,000 employees. The company was founded in 1902 and is listed on Euronext Amsterdam.
More information can be found at www.dsm.com.
Purpose of the job Lead the development, design, implementation, and continuous improvement of the Integrated Service Management (ITIL®) processes and support the GbS Service Delivery Units in the execution of these in order to deliver the GbS services in an end-to-end, high quality, integrated, consistent, cost efficient and transparent way.

Job Content:
Key Areas of Accountability / Responsibility
The Position:
• Responsible for the implementation and the effective and efficient execution and usage of the Integrated Service Management processes (ISM) and frameworks of GbS (Appendix 1) within the SDUs and its suppliers • Control and improve the usage of SM processes based on the analysis, and look for opportunities to improve its effectiveness, efficiency and variance by influencing behavior and driving the change

• Formulate improvement suggestions on operational procedures, training material, reporting, knowledge articles, work instructions and technology

• Manage the change management process of internal GbS processes, and support in the change control process

• Ensure processes are implemented and followed in compliance with approved ISM process design within the SDUs, by among others executing compliance reviews from a quality and process management perspective

• Coordinate end-to-end performance, monitor, analyze and reporting on ISM processes

• Review the impact of needed and proposed changes of GbS processes and tooling

• Advice and challenge on the implementation of SM processes related topics

• Execute internal audits and spot checks and report findings and improvements, maintain an overview of the status of these findings

• Ensure knowledge (information, documents) is identified, created, maintained and published and review the knowledge on process and quality aspects

• Manage the setup of Electronic Document Management system for GbS, including:

1. Representing GbS in the EDM Reference Group
2. Managing EDM authorizations for GbS
3. Being key-user
4. Managing the inventory, storage, and lifecycle of GbS documents

• Measure and analyze the performance of the process (KPI/ PPI) and report process performance issues appropriately

• Examine trends in process performance in jeopardy of missing service agreements

• Act as focal point for questions related to process procedures within the SDU(s) of your responsibility

• Collaborate with the LSS Black belts and project managers on execution of projects related to internal process changes

• Laise with stakeholders on commitment for priority settings and management of change, convince GbS stakeholders on the importance of SM processes

• Coach the SDUs in SM processes

Knowledge and educational level Education level

• Bachelor’s degree

• ITIL v3/4 foundation certified

Knowledge & Skills

• Good understanding of Integrated service management processes and tools

• 10 to 12 years overall work experience, preferably in Shared Services environment

• Minimum of 3 years of experience working in large ICT or Shared Services environments, with a global spread

• Knowledgeable at least in one of the SDU processes (HR, IT, Purchasing, Finance)

• Customer service-oriented attitude

• Excellent verbal and written communication skills to engage with all levels in the organization.

• Mature consulting and advisory skills, good relationship building skills to leverage and orchestrate diverse stakeholders with adequate sense of urgency

• Good influencing and negotiation skills, confident in dealing with conflicting interests of the various stakeholders, can influence without authority

• Demonstrate tact and diplomacy to maintain successful working relations

• Able to collaborate across multiple stakeholders, departments, and countries, working in a global organization

• Demonstrate strong business understanding

• Project management affinity

• A team-player, able to work interdependently

• Process oriented, pragmatic and result driven

• Open mind, embrace change

• Good analytical skills, ability to evaluate data trends, preferably Lean Six Sigma knowledge and experience, drive for continuous improvement proactively

• Knowledge in quality standards, ability to understand quality related aspects and make them tangible and measurable

• Able to operate effectively in a matrix organization by overcoming silo thinking, see the big picture

• Able to work in cross-functional teams based in multiple locations

• Fluent in English

As a ITSM lead, the nature of the job is even more complex, and requires even more attention to the following:

• Translates Industry Best Practices into practical, usable, standard Service management processes for GbS

• Own, design, develop and govern the overall Service Management framework and ISM processes

• Shape, innovate, improve the standard processes across multiple SDUs

• Lead and/or support in process optimization initiatives which are related to internal GbS processes and implement process improvements;

• Liaise with process managers in the supplier’s organization on E2E process implementation. Assess their adherence to agreed process executions, including review of quality of case registration during the lifecycle

• Translate functional demand into requirements for the standard Service Management processes and supporting toolset

• Identify training needs and provide training in SM processes to key users and other stakeholder groups

• Drive the right mindset and behavior throughout the organization towards effective and efficient GbS SM processes execution

• Be the spider in the web, connect to all SDUs and connect the dots

• Drive all the communications with the senior management, negotiate for resources between the large number of stakeholders

• Onboard and coach new/junior team members. Share knowledge and train them on both soft and hard skills to ensure they can fulfil their job

Authorities

• In case of deviations and missing proper attention from the SDU, escalate to line management

• Act in case of quality findings, breaches, deviations

• Challenge GBS management and SDU managers in delivering a high-quality service towards the business by working according to agreed quality and process standards

• Consult with third parties

Royal DSM is an equal employment opportunity and
affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.