Process Manager

🔥 1 hour ago

🇲🇦 Morocco – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 12%

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Inetum

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

💰 Post-IPO Equity on 2007-03

Consulting • Healthcare • Insurance

Inetum is a European leader in digital services, providing technology consulting, solutions, and software innovation to businesses and public sector entities across 19 countries. With a workforce of 28,000 consultants, Inetum focuses on helping clients achieve digital transformation through a broad range of services, including consulting, software integration, and outsourcing, while prioritizing innovation, customer experience, and agility. Inetum partners with major software providers and offers solutions in vertical sectors like public sector, insurance, and healthcare. In 2023, Inetum achieved sales of 2. 5 billion euros, driven by its growth and scale ambitions.

📋 Description

• Manage ITSM processes related to incidents, problems, and changes efficiently and proactively from Inetum’s offshore service center in Casablanca for a France-based client • Meet contractual SLA/OLA commitments and comply with ITIL best practices • Ensure clear and effective remote communication • Handle major incidents escalated by the Monitoring Service Center • Coordinate Inetum’s local technical teams and the client-side teams to resolve incidents • Provide regular communication to the client’s users throughout major incidents • Prepare and lead the weekly incident review meeting • Organize and conduct the daily morning meeting (Daily) • Update documentation and ITSM tools • Identify the root causes of recurring incidents and coordinate 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 qualify change requests submitted by the client • Assess changes that present a risk of collision or conflict • List and share weekend operations • Share the change review with the client • Coordinate the implementation of approved changes with technical teams • Perform post-deployment verification and share feedback with the client • Prepare and lead the CAB • Develop new procedures and update existing procedures • Escalate any identified alerts or risks to the Service Delivery Manager • Produce ServiceNow reports to support more effective process management

🎯 Requirements

• Proficiency in ITIL v4 processes: Incident, Problem, and Change Management • Knowledge of the client’s ITSM tool: ServiceNow • Multi-team coordination in a distributed environment • Ability to lead meetings and facilitate remote committees • Clear and structured writing of minutes and reports • Root cause analysis and formalization of action plans • Excellent written and spoken French (professional level) • Customer relationship management skills • Strong attention to detail, organizational skills, and customer-service orientation • Ability to work in a multicultural environment • Responsiveness and adaptability in the face of changing priorities • Strong focus on critical issues • Teamwork

🏖️ Benefits

• Employees can work remotely • Feel Good 2025 label recognizing well-being, inclusion, and skills development • Opportunities for professional skills development • Stimulating, people-focused, and sustainable work environment

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