Specialist - Continuous Improvement

Job description / Role

The Specialist - Continuous Improvement is responsible for implementation, process improvement, and improvement of capabilities of IT services. This position supports the design and implementation of mission-critical IT service processes across the enterprise. Key responsibilities include ITSM process roadmap development and day-to-day hands-on management of mission-critical processes (as assigned). This role is also responsible for providing support with cross-process KPIs along with data-backed recommendations for continuous improvement.

KEY ROLE ACCOUNTABILITIES:

Designs, implements, manages and continuously improves core ITSM processes.
Researches, innovates and manages implementation of process improvements across all stakeholders
Provides Executive Management team with tactical and strategic recommendations based on cross-process KPIs.
This role also leads implementation of approved process improvements across all stakeholders, while mentoring other process managers to optimize team performance.
Manages day-to-day input /output for ITSM team knowledge base to maximize business benefits
Develops, implements and manages cross-process compliance.
Audits documentation of core processes to insure cross-process continuity and alignment with continuous improvement roadmap. Day-to-day process management responsibilities include managing inputs/ outputs and process documentation for assigned processes.
Analyzes processes using CI techniques to optimize performance. Uses Continuous Improvement techniques and tools, including PIPs, team result plans, value stream mapping, line balancing and problem solving to ensure targets are met, challenged and improved upon.
Responsible for implementing appropriate suitable continuous improvement processes for the achievement of key business metrics relating to quality, cost and delivery.
Analyzes and recommends changes in operational processes to respond to changing customer requirements/expectations and to improve management of customer service issues.
Analyzes and assists with other departmental activities as required in maintaining the required levels of IT service to our customers.
Interacts with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
Measures and analyzes data collected in the service management tool to prepare reports and statistics for use by management to identify historic trends.
Identifies areas to focus customer education and training activities.
Ensures all service issues and requests are handled effectively within the team.
Coordinates resources for project and operational support.
Develops, implements, manages and continuously improves knowledge management processes in accordance with industry best-practices.
Analyzes improvement plans and provides feedback on results to relevant teams/managers.
Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies.

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary.

Requirements

Bachelors Degree in Information Technology, Computer Science, or any other related field
12+ years experience in an IT environment.

Experience in:
Proven track record in a fast paced IT environment by delivering value through continuous improvement initiatives.
Delivering advanced capabilities in ITSM process management within the enterprise.
Managing enterprise wide CI projects and delivered measurable benefits to the organization.
Establishing and measuring SLAs/KPIs.
Experience in establishing project or service management processes.

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.