Customer Engagement Lead Job Details | DSM

Customer Engagement Lead Job Details | DSM

Job Description

#

**Job ID:** 70867
**Date:** Sep 16, 2024
**Location:** Hyderabad
**Job Model:** Hybrid (Company Facility Home Office)
**Job Function:** Other
**Experience Level:** Experienced Hire
**Business:** Enterprise Service Operations
**Shift:** EMEA

## Position: Customer Engagement Lead

**Experience:** 8-10 years

### Purpose of the Job
Manage ITSM processes for a specific service delivery unit (SDU) in GES Global enterprise services specific processes and related master data within. Area: Digital and technology department (IT).

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People,





Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

### Key Areas of Accountability / Responsibility
- Advice, challenge, create and maintain standard processes and related workflows in our IT service catalog platform, automate whenever possible.
- Create lean processes adding value to the business.
- Translate functional demand into requirements for the standard Service Management processes and supporting toolset.
- Participate in IT projects and collaborate with other ITSM process owners and managers to develop processes in other areas of service management (strategy, design, transition and operation).
- Be responsible for the implementation and the effective and efficient execution and usage of the IT Service Management (SM) processes within SDUs and its suppliers.
- Control and improve the usage of SM processes based on the analysis, and look for opportunities to improve its effectiveness,





efficiency and variance by influencing behavior and driving the change.
- Manage or participate in the change management process of internal GES processes, and support in the change control process.
- Ensure processes are implemented and followed in compliance with approved SM process design within the SDUs, and execute compliance reviews.
- Coordinate end-to-end performance, monitor, analyze and reporting on SM processes.
- Execute internal audits and spot checks and report findings and improvements, maintain an overview of the status of these findings.
- Ensure knowledge (information, documents) is identified, created, maintained and published and review the knowledge on process and quality aspects.
- Participate in the management of Electronic Document Management system for GES.






- Be an active actor in the enterprise service management platform project.

### Knowledge & Skills
- Excellent verbal and written communication skills to engage with all levels in the organization.
- Good influencing and negotiation skills, confident in dealing with conflicting interests of the various stakeholders, can influence without authority.
- Demonstrate tact and diplomacy to maintain successful working relations.
- Able to collaborate across multiple stakeholders, departments, and countries, working in a global and multicultural organization.
- Good analytical skills, ability to evaluate data trends, drive for continuous proactive improvement.
- Able to operate effectively in a matrix organization by overcoming silo thinking, see the big picture.

### You Bring






- Power-user knowledge of ServiceNow with technical insights of the ServiceNow platform and ITSM process activities.
- Excellent hand-on ITSM process engineering skills, minimum 8 years of experience in this field.
- ITIL V3 or ITIL4 Foundation, a Practitioner certification is a plus.
- Strong interpersonal, critical thinking, and problem-solving skills, organized and methodical.
- Experience interacting with all levels of management, customer oriented and team player, but able to work independently.

### We Bring
- A team of diverse employees who arent afraid to think outside of the box.
- A truly global and collaborative team that cares about the experience of our employees.
- The encouragement you need to develop and achieve personal growth.
- A role that is crucial on projects and allows you to build your brand.






- A caring and supportive environment where youre empowered to grow and share your ideas.

### The Application Process
Interested in this position? Please apply online by uploading your resume in English via our career portal. For further information, please contact Kubra Ali Khan, Talent Acquisition ([email protected]).

### Equal Opportunities Commitment
dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there's a place for everyone at dsm-firmenich.

As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair.





We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, and diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history, and fit with the team to advance fair and equitable opportunity.

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance,





and are comfortable to share this, please let us know.

### About dsm-firmenich
As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the worlds growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than 12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people.







### Agency Statement
Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agencys fees, percentages or similar.

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