Process Manager

This is a fully remote position, open to applicants in Morocco.

📋 Description

• Efficiently and proactively manage ITSM processes related to incidents, problems, and changes from Inetum’s offshore service center in Casablanca for a client based in France.

• Fulfill contractual SLA/OLA commitments while adhering to ITIL best practices.

• Ensure effective and clear communication remotely.

• Address major incidents escalated by the Monitoring Service Center.

• Collaborate with Inetum’s local technical teams and client-side teams to resolve incidents.

• Provide consistent communication to the client’s users during major incidents.

• Organize and facilitate the weekly incident review meeting.

• Conduct the daily morning meeting (Daily).

• Update documentation and ITSM tools as necessary.

• Identify root causes of recurring incidents and manage RCA investigations.

• Implement corrective and preventive action plans.

• Proactively create problem tickets to eliminate recurring incidents.

• Prepare and lead the weekly problem review meeting.

• Record and evaluate change requests submitted by the client.

• Assess changes that may pose a risk of collision or conflict.

• Compile and share weekend operations.

• Present the change review to the client.

• Coordinate with technical teams for the implementation of approved changes.

• Conduct post-deployment verification and provide feedback to the client.

• Prepare and lead the CAB.

• Develop new procedures and refresh existing ones.

• Escalate any identified alerts or risks to the Service Delivery Manager.

• Generate ServiceNow reports to enhance process management effectiveness.

⛳️ Requirements

• Strong proficiency in ITIL v4 processes: Incident, Problem, and Change Management.

• Familiarity with the client’s ITSM tool: ServiceNow.

• Experience in multi-team coordination within a distributed environment.

• Capability to lead meetings and facilitate remote committees.

• Proficient in clear and structured writing of minutes and reports.

• Skills in root cause analysis and the formalization of action plans.

• Excellent written and spoken French (professional level).

• Proficient in customer relationship management.

• Strong attention to detail, organizational skills, and a focus on customer service.

• Ability to thrive in a multicultural environment.

• Responsive and adaptable to changing priorities.

• Strong focus on critical issues.

• Ability to work collaboratively in a team environment.

🏝️ Benefits

• Employees have the option to work remotely.

• Recognition through the Feel Good 2025 label for well-being, inclusion, and skills development.

• Opportunities for professional skills enhancement.

• A stimulating, people-focused, and sustainable work environment.