By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda’s Privacy Notice and Terms of Use . I further attest that all information I submit in my employment application is true to the best of my knowledge. **Job Description** This role sits in the Service Governance team under Workforce Technology Support, ICSS within Takeda DD&T and will lead the process ownership of Continuous Service Improvement (CSI) process. It will work with multiple global stakeholders in the Business Units/Business Functions and Data, Digital and Technology group as well as Global Quality and Compliance functions. This role reports to the Service Governance Lead. **How will you contribute?** + Accountable for the implementation, continual improvement, and refinement of the Continuous Service Improvement process and underlying tools. + Act as the Global process owner for Continuous Service Improvement process. + Responsible to provide vision and roadmap to drive the efficiency and effectiveness of the process throughout the organization and across internal and external service providers. + Ensure all Continuous Service Improvement activities follow the CSI procedures. + Responsible for development and implementation of global performance and process health centric KPIs to monitor the process using qualitative and quantitative key performance indicators. + Define, roll out, and manage Experience Level Agreements (XLAs) to ensure they align with the Continuous Service Improvement objectives and drive a user-centric approach. + Responsible for managing and updating the Continuous Service Improvement plans, documentation, QRGs. + Monitor risks, issues and overall health of the process, escalating issues at risk to the stakeholders and IT leadership to raise awareness and provide recommendations to resolve issues. + Mentors the organization on Continuous Service Improvement services, concepts, procedures and provide coaching and/or recommend additional training as required. + Engage with strategic projects/Business Functions to ensure Continuous Service Improvement can support successful project delivery and transition into operations. + Responsible for reviewing and approving all changes and demands to the Continuous Service Improvement process, policies and coordinate resolution of escalated service performance issues. + Manage day-to-day activities of the process, including establishing priorities and work assignments. + Act as a key advisor on Continuous Service Improvement, proactively initiate ideas to significantly improve the process; drive and manage progress of assignments/projects for large-scale projects, processes or programs related to CSI. **Technical/Functional Expertise** + Have good understanding of Continuous Service Improvement, Agile, GxP, Compliance, ITIL v4, ServiceNow, Atlassian. **Leadership** + A strategic mindset, able to see the big picture and able to create and articulate vision and north star. + Able to influence peers and other leaders on overall strategy (vision, capabilities, platform, providers, roadmap). + Able to create a technology roadmap for the processes and to lead a team towards this technology roadmap. + Strong communication skills with ability to articulate and optimize design based on the value to the user and the business. **Decision-making and Autonomy** + Ability to make autonomous decisions in the best interest of serving the needs of business and Takeda. + Ability to connect, orchestrate and influence different stakeholders from various departments to drive solutions. + Able to influence stakeholders in a complex organization, with ability to ensure maintenance and enhancements of the CSI processes. **Interaction** + Able to clearly communicate and foster alignment across all levels of the organization. + Is required to build strong working partnerships within DDT team. + Build strong cross-functional relationships with team members from multiple functions and teams (e.g., DDT, Enterprise Architects, BOTT, Cloud etc.). **Requirements:** + Degree in Computer Science/Business Informatics or other relevant graduate degree required. + 6+ years of experience in IT Service Management. + 4+ Years of experience in Continuous Service Improvement. + Experience in Agile and SAFE methodologies. + Strong communication skills with ability to articulate and optimize design based on the value to the user and the business, lead ideation sessions and workshops; + Experience working in a life sciences environment preferred. + Minimum ITIL V4 Foundation Certification. + Continual Improvement Module on **ServiceNow** platform knowledge. **Desired:** + Master’s Degree. + ITIL V4 Expert Certification. **Locations** Estado de México, México **Worker Type** Employee **Worker Sub-Type** Regular **Time Type** Full time