FILLED - IT Support Process Improvement (ITIL) Based in KL

Another opportunity for anyone who fancies a bit of exotic travel....

Background:

Our client is responsible for a Global IT Applications Support team of approx 200 people operating mainly out of Kuala Lumpur, Amsterdam, Cape Town and Porto Alegre (Brazil). This support includes:

• Incident management
• Problem management
• Service Level management

The team provides approx 30 Service lines, some with additional support from outsourcers
Some services are provided internally, others are outsourced or a combination of the two.

Requirement

The client is looking for someone to start in early March, to:

• introduce aligned and consistent practises that leverage international standards (like ITIL) and share the best internal processes across the function
• run a 3 to 4 month pilot project focused on one service line to demonstrate potential benefits

This pilot will include :

• ‘As Is’ analysis (brief)
• Development of a ‘To Be’ Operating Model
• Implementation of new practices (affecting about 30 people)
• Benefits realisation

Most staff are in KL and it is expected that the consultant would need to spend at least 1/3 to ½ time in KL

Key requirements of the consultant are :

• Done a similar project before
• Pragmatic
• Knowledge of ITIL and similar
• ‘get it done’/’hands on’ attitude
• 8 to 12 years experience

Please contact Jo Young for more information.