ITSM Processes coordinator

Responsibilities

• Change enablement:
  Publish change policy (lead times, risk scoring, validation/backout requirements).
• Chair CAB/ECAB; maintain freeze/blackout windows; ensure approvals before implementation.
• Drive standardisation pipeline (convert normal → standard where feasible); oversee PIRs for failed/unauthorised changes.
• Problem management:
  Define reactive/proactive problem workflows; standardise RCA methods (5‑Whys, Ishikawa, etc.).
• Lead RCA for P1/P2; maintain known errors & workarounds; assign corrective actions and owners.
• Track effectiveness; raise escalation via risk management when mitigations are deferred.
• Release management:
  Approve release policy (types, gates, rollback) and release calendar; align with business blackout periods.
• Coordinate UAT leads & acceptance criteria; ensure evidence capture; convene PIRs for failed releases.
• Ensure every release is governed by an approved change.
• Map the global ICT coordinator’s master plan into the release calendar; ensure freeze/blackout are respected; raise conflicts to ECAB.
• Ensure every cutover has PIR feeding the global ICT coordinator’s risk register and next wave mitigations.
• Major incidents (interface):
  Collaborate with incident/HPIM lead; ensure P1/P2 PIRs feed into problem management; approve expedited changes via ECAB.
• Service level management (SLM):
  Approve SLA definitions & reporting requirements catalogue; validate exceptions/exclusions.
• Host monthly SLA reviews; lead SLIPs; challenge service providers on performance.

• Deep ITIL practice leadership (Change, Problem, Release, SLM); facilitation of CAB/ECAB and RCA/PIR.
• Risk management, stakeholder negotiation, supplier performance management.
• Strong analytical & communication skills; executive presence during major events.

• Clear vision and purpose – With total sales of over USD 1.5 billion, UNITED MACHINING SOLUTIONS is one of the largest machine‑tool manufacturers in the world, with around 5,000 employees at over 50 global production, service and sales locations.
• Sustainability and innovation focus – We have high sustainability and innovation goals. Let’s work towards a sustainable future together.
• Excellent learning tools – We provide development opportunities for everyone, including global learning tools, trainings and specialised courses.
• Great career opportunities – As a global acting company we provide many opportunities for career growth and a dedicated talent‑management process to boost your career.

UNITED MACHINING is the world’s leading provider of machine tools, diverse technical solutions and services to manufacturers of precision moulds and tooling and of tight‑tolerance, precision‑machined components. The key segments we serve include aerospace, automotive, medical, energy, information and communications technology (ICT) and electronics industries.