OPM Incident Manager

Margoconsulting - aka Margoconseil - is a leading consulting company providing IT services. 
Created in 2005 in Paris, Margoconsulting is known as one of the best quality service provider.
We rank number one with investment banks in terms of consulting quality. We work in partnership with our clients helping them to create agile and outstanding information systems and we are pioneers on many complex issues, with high financial and technological added values. 
We look for people with a wide range of experiences, interests and degrees. Our consultants really appreciate the trust we have in them and the career evolution we offer them through ambitious and stimulating projects. 
OPM Incident Manager
Location: Wrocław
The role will be an incident management SME who will be part of Incident and knowledge management team in Group CTO organization. The person will work in Operational Process Management team performing incident management process and reporting standardization, execution, governance and improvement duties across IT with the aim to mature the incident management process. The SME will also be responsible for formulating tool requirements to support the incident process of the Firm.
The role involves interacting with stakeholders across the CIO and CTO organization in driving process, reporting and tool standardization across the organization and setting up a governance structure to measure, monitor and improve the process.
·       Leading working streams with stakeholders in defining and agreeing the principles for incident management process standardization.
·       Collaborating with the stakeholders in developing and prioritizing the Book of work for standardization of incident management.
·       Developing best practices in accordance to ITIL to support the principles and seeking sign-off from the organization.
·       Take responsibility to ensure incident management practices across the organization is harmonized and followed consistently.
·       Execution of the agreed principles and practices consistently across the organization.
·       Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization.
·       Take responsibility for continuously improving incident management practices.
·       Develop cohesive communication model between incident and knowledge management process both from practice and tool perspective.
·       Establish a governance model to measure incident management maturity.
·       Define key metrics and Critical Success Factors to measure. Report on key metrics on regular basis, perform analysis and identify areas of improvements.
·       Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized process and practices.
·       Normalization of data in CMDB to support consistent and transparent reporting across the organization.
·       Interact with various organizations across CIO and Grou CTO organization, evaluating incident and knowledge management process, identifying weakness and recommending improvement plans to mature the function.
·       Interact with the vendors to ensure incident & knowledge management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support.
·       Identify and drive data quality improvements.
·       Collaborate with Incident, problem, change and request management business process leads to establish common operating procedures where knowledge becomes an integral part of the process.
·       Provides ideas and recommendations for improvement and automation within the OPM team.
·       Minimum 3 years relevant experience in financial industry.
·       ITIL v3 Foundation qualification.
·       Experience with ServiceNow tool with strong understanding of service management principles it supports.
·       Demonstrable experience in ITIL functions & processes – specifically Knowledge Incident Management.
·       Prior experience in standardization of incident management practices at process, reporting and tool level.
·       Must be able to develop an end state vision for the process.
·       Prior experience with building self-services methodology for End-Users.
·       Data Analysis & Data Mining experience.
·       Should be result oriented.
·       Capable of identifying and evaluating significant risks and identifying appropriate mitigation mechanisms.
·       Effectively build partnerships and influence senior managers and stakeholders.
·       Strong communication, organization and presentation skills.
·       Should be capable of working in a complex and fast paced environment.
·       Should be capable of formulating strategic vision and demonstrating how to achieve it.
·       Knowledge of the software development life-cycle.
·       Good knowledge of MS Excel, Powerpoint and Word.
·       Confident professional and an ability to represent the team in meetings with Business and other IT groups.
·       Good listening & spoken communication skills in English.
·       Good project management skills.
·       Good at prioritization / categorization /investigation / resolution skills.
·       Strong sense of ownership / responsibility / assertiveness / pro-activity.
·       Supplier contract or permanent contract;
·       Career counseling;
·       Strategic projects in banking area;
·       Very good atmosphere at work with the pioneers in the industry.
Interested? Motivated?  Apply on-line in English at
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