Duties & Responsibilities

The Process Owner is accountable for one or more processes to ensure that processes are executed according to specification and meet the agreed and defined goals and objectives.

Responsibilities include assistance in and overseeing overall process design including documentation and defining Key Performance Indicators (KPIs) necessary to evaluate process effectiveness and efficiency.

Tasks

The following tasks are assigned to the role of a Process Owner:

• Assisting in and ultimate accountability for process design and documentation
• Defining process quality metrics (KPIs)
• Reviewing process KPIs and identifying opportunities for process improvement
• Addressing issues within process operation
• Overseeing management of Changes for processes
• Ensuring that processes are equipped with necessary resources in terms of staff, tools budget etc.
• Ensuring continuous training of all staff involved in process operations
• Close relationship with Service Managers and Service Owners to support Continuous Service Improvement (CSI) programs

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required

• Strong service and process orientation
• Communicational skills for department-internal coordination with roles responsible for services and processes as well as group or section leaders

Assignment

The role of the Process Owner is assigned within the Service Manager team made up of members from GS/SMS and IT/DI-SM. The determination of a deputy is recommended.

Ownership can be assigned for more than one process if necessary.