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      Process Owner Incident Management

      Technology - Den Haag

      Process Owner Incident Management

      Solliciteer Nu

      T-Mobile is looking for a Process Owner Incident Management! Do you like a dynamic environment? Do you like to communicate with different stakeholders and solve day-to-day issues? Then T-Mobile is looking for you!

      What will you do?

      • Manage the end to end performance of the Incident and Request Management processes from both a technical and a customer perspective on an operational and a tactical level;
      • Monitoring performance of the process resolution groups with regards to the SLA on a day-to-day basis but also performing trend analysis;
      • Develop plans for improvements in own process domain over the medium term. This must lead to measurable improvements on Quality or customer satisfaction;
      • Responsible for up-to-date monitoring dashboards to visualize process performance;
      • Working closely with the service desk because they are an important part of your process.

      How do you fit in our team?

      • Bachelor or master in Business Administration, Economics or IT;
      • At least 7 years of relevant experience in IT and business processes;
      • Good and in-depth knowledge of the ITIL processes, preferably ITIL certification;
      • Well-developed analytical skills to quickly determine operational risks and opportunities to improve;
      • Strong communication skills, being able to create trust in stressful situations like high priority incidents;
      • Able to be persuasive in discussions on priorities;
      • Experience with working with outsourcing partners is an advantage;
      • Experience with working with ServiceNow is an advantage.

      The job requires you to be able to work structured in monitoring the performance but also requires you to be able to explain and negotiate internally and at more senior levels.

      Where will you be working?

      T- Mobile, you know who we are. We have already four years in a row the quickest network in the Netherlands. With our challenger mind-set we challenge ourselves and the market to connect everyone with the possibilities of these days. Daring, responsible and working together; those are the key competencies. You can expect the following from us:

      • · For us is learning the same as calling. You are responsible for your own development, so you decide how, what and when you develop yourself! We are supporting you with this via our campus; https://www.t-mobilecampus.nl/?lang=en
      • · You are in the lead, so old fashion evaluation and performance interviews are not our way of working. You make sure that your manager and your colleagues know your goals and development requests. We call this great conversations, you can find more information via; https://www.t-mobilecampus.nl/home/great-conversations/?lang=en
      • · You will get 2000 enthusiastic and driven colleagues;
      • · Workshops, sportive events, T-Schnee, drinks and amazing parties organized by Young T-Mobile.

      There is a lot possible within T- Mobile but you have to take initiative yourself. Be enthusiastic, do you miss something or do you see improvement? Go ahead, change it! Are you as enthusiastic about us, as we about this position? Than we can be a good match! Sending your application can be very simple.

      Send your resume and motivation via below button and you will receive a phone call from one of our recruiters. After the first interview and a cup of coffee still enthusiastic? You will be invited for the second interview! If you and we are still enthusiastic, you will get an offer and you will join Team Magenta!

      For more information, please contact Jasper Brobbel. jasper.brobbel@t-mobile.nl!

      Heb je vragen?

      Neem dan contact op met een van onze recruiters.

      Onze contactpagina

      Ook T-Mobile doet er alles aan om verdere verspreiding van het Coronavirus te voorkomen. Het zijn tijden van zorgzaamheid, maar ook tijden van bezinning en afvragen waar je nou echt gelukkig van wordt. Een overstap naar de telecomsector? Het werken bij een organisatie met een challenger mindset? Bij T-Mobile Recruitment zijn we er voor je en denken we met je mee, ook vanuit huis. En daarom blijven wij graag in gesprek met je, via telefoon, app, facetime, hangout, skype of e-mail. Dus heb jij jouw droombaan gezien bij T-Mobile? Neem dan contact met de collega’s van recruitment op.