Global Incident & Availability Process Owner

24 Jun 2024

Vacancy expired!

Global Incident & Availability Process Owner/Incident management, Knowledge management and service request process owner

As the global Process Lead for identified process areas, he/ she is responsible for development of ITSM processes which are fit for purpose, operationalization, governance models, metrics, measurements and integration of processes for the enterprise, continual improvement of process and its metrics.

This is a hybrid role with the flexibility to work both virtually and from our Aon office.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

This role will be accountable for end to end delivery of ITSM Processes such as Incident Management, Knowledge Management, Service Portfolio & Availability Management, Service Request Governance and Service Portal. Primary responsibilities include the below:
  • Define and own the ITSM process development and process improvement roadmap to improve alignment and business outcomes for IT Operations, flawless coordination among various ITSM processes
  • Ensure process standardization across IT Organizations, vendors and partners. Partner optimally with all IT stakeholders in development and maintenance of processes and procedures to ensure robust Service Delivery
  • Provides process leadership and subject matter expertise for respective ITSM processes
  • Provide oversight and direction across integrated processes that are required to ensure the effective and efficient operations for both internal and external partners
  • Drive proactive continuous improvement of processes with an emphasis on the evolving needs of all partners
  • Support documentation and communication of all processes, policies and procedures for obtaining IT support
  • Set, track, measure, and report on key performance metrics which demonstrate the effectiveness of ITSM processes and compliance with agreed upon processes
  • Work with Process Managers to develop and implement defined processes and ensure integration across these processes
  • Drives the day to day activities to ensure cross functional governance, maintenance and process execution quality
  • Champions and promotes service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services. Enables and champions an IT service culture
  • Maintains day to day responsibility for the ownership and resolution (including any partner concern as may be vital) of Service Management issues which arise in connection with ITSM Services
  • Establish governance mechanisms, reporting and related tool automation
  • Advocates the adoption of standard ITSM processes across the enterprise
How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work and we are all for it. We call this Smart Working!

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

#LI-NS1

#DICE 2510753

  • ID: #43592413
  • State: Illinois Lincolnshire 60069 Lincolnshire USA
  • City: Lincolnshire
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-06-24
  • Deadline: 2022-08-22
  • Category: Et cetera