ITSM Processes coordinator

Your tasks

• Change enablement :
• Publish change policy (lead times, risk scoring, validation/backout requirements).
• Chair CAB/ECAB; maintain freeze/blackout windows; ensure approvals before implementation.
• Drive standardization pipeline (convert normal standard where feasible); oversee PIRs for failed/unauthorized changes.
• Problem management :
• Define reactive/proactive problem workflows; standardize RCA methods (5-Whys, Ishikawa, etc.).
• Lead RCA for P1/P2; maintain known errors & workarounds; assign corrective actions and owners.
• Track effectiveness; escalate via risk management when mitigations are deferred.
• Release management :
• Approve release policy (types, gates, rollback) and release calendar; align with business blackout periods.
• Coordinate UAT leads & acceptance criteria; ensure evidence capture; convene PIRs for failed releases.
• Ensure every release is governed by an approved change.
• Map the global ICT coordinator’s master plan into the release calendar; ensure freeze/blackout are respected; escalate conflicts to ECAB.
• Ensure every cutover has PIR feeding the global ICT coordinator’s risk register and next wave mitigations.
• Major incidents (interface) : collaborate with incident/HPIM lead; ensure P1/P2 PIRs feed into problem management; approve expedited changes via ECAB.
• Service level management (SLM) :
• Approve SLA definitions & reporting requirements catalogue; validate exceptions/exclusions.
• Host monthly SLA reviews; lead SLIPs; challenge service providers on performance.

Your profile

• Deep ITIL practice leadership (Change, Problem, Release, SLM); facilitation of CAB/ECAB and RCA/PIR.
• Risk management, stakeholder negotiation, supplier performance management.
• Strong analytical & communication skills; executive presence during major events.

Benefits

• Great career opportunities: UNITED MACHINING provides many opportunities regarding career growth. We also offer a dedicated talent management process (MyNextBigStep) to boost your career.
• Excellent learning tools: At UNITED MACHINING we provide development opportunities for everyone. We offer global learning tools as well as trainings and specialized courses.
• Sustainability and innovation focus: We have high sustainability and innovation goals. Let's work towards a sustainable future together.