Global Process Manager at Metlife in Cary, NC

At MetLife, we seek to make a meaningful impact in the lives of our customers and our communities.  Within the Service Management & Control group, their function is core ITIL processes globally for MetLife’s Technology organization including Service Management, IT Asset, Change, Incident & Problem Management. The focus is on driving continual improvement to the quality and delivery of MetLife’s infrastructure services. 

Job Description
The role of the Process Manager is to manage and coordinate global organization-wide efforts to ensure that performance management and quality improvement programs are developed and managed using a data-driven focus that sets priorities for improvements aligned to ongoing strategic imperatives.  The Process Manager will work specifically in the Incident and Problem Management process space to ensure that the processes are globally inclusive, scalable and repeatable regardless of the tool set being used in country/region as well as drive adoption and alignment. 

Specifically the role is to:

• Partner with the Incident Management and Problem Management Process Owner and Managers to ensure integration, alignment and continual service improvement.
• Partner with global counterparts to ensure that capability maturity models are understood, regardless of toolset, that the global processes are aligned to and scale based on the needs/capabilities of the countries/regions. 
• Maintain KPIs, SLAs and Metrics for all Global Incident Management and Global Problem Management teams.

Tasks / Responsibilities:

• Partner with the leadership team in setting and achieving specific goals around productivity improvements.  This includes working with key leadership both functionally and strategically to implement overall improvements. 
• Work with Global Incident Management and Global Problem Management Process Owner to ensure continuous improvement, efficiency, quality and effective integration with other organization processes. 
• Produce/verify regular reporting as appropriate for Global, Regional and In-Country teams for Incident Management and Problem Management.
• Ensures the appropriate objective metrics are in place and utilized.
• Partner with global counterparts to ensure that capability maturity models are understood, regardless of toolset, that the global processes are aligned to and scale based on the needs/capabilities of the countries/regions.
• Develops and drives improvement plans across the organization.
• Develops and manages continuous improvement feedback loop through the evaluation, prioritization and implementation of associate input.

Required Qualifications
• Strong analytic/diagnostic skills and attention to detail
• Strong communications skills and ability to interact effectively with senior management
• Incident Management experience
• Problem Management experience
• Ability to interact successfully with a global team in multiple time zones
• Ability to influence across the organization
• Working knowledge of incident/problem tracking tools (e.g. Remedy and ServiceNow)
• High level of customer awareness

Preferred Qualifications
• ITIL v3 or later Foundation certification
• Understanding of Process Improvement Methodologies (Six Sigma, Lean, etc)
• Understanding of Kepner Tregoe

Required Education
• University degree or equivalent work experience

Travel
25%