Service Operations Process Architect - Boston or Charlotte

Dimension Data, a global $4B specialist IT services and solution provider, serves our clients through planning, building, supporting and managing their IT infrastructures in accordance with the ITIL framework, with a particular focus on networks, IP telephony, call center technology, security, and datacenter (storage/server/switching) technologies. 
 
Dimension Data Americas is seeking an accomplished Service Operations Process Architect to join our Business Process Transformation team to help business unit leaders create, transform, and improve operations processes.
 
The Service Operations Process Architect supports business unit leaders as a change agent focused on identifying and driving process change or new process creation work that may be required to support Dimension Data strategies or custom client requirements.  It also focuses on assisting subordinate process element owners in driving and mastering the disciplines of eliminating non-value added work (Leaning the business), increasing consistency in service delivery (Six Sigma minimization of variation), integrating metrics and closed-loop Voice of the Customer feedback mechanisms for continuous improvement, and assessing ROI of proposed changes and where automation can be of benefit.  The business unit leader is considered the project sponsor and the Senior Operations Analyst is supported by project managers, application platform/data/ITIL architects, business process element owners, and other subject matter experts.   
The successful applicant will possess a solid record of accomplishment in (1) leading highly collaborative process engineering, transformation, and improvement projects within a services delivery oriented enterprise; (2) supporting and fostering a process-oriented culture where decisions are based on data and facts according to Lean Six Sigma quality discipline; and (3) helping leaders evaluate and select initiatives that will produce the greatest ROI in terms of profitability and client satisfaction.   Experience required in complex process analysis,  documentation and modeling/simulation; applying and fostering understanding of Lean Six Sigma; business process automation (familiarity with Service Oriented Architecture principles is desired); and process integration with clients and partner enterprises, preferably on a multinational basis.
 
Who is Dimension Data   We outperformed the market, earning a ranking of 21 on BusinessWeeks Infotech 100, ahead of names you know well.  In the Americas, we help Fortune 1000 companies answer the question  "Is your Network ready" and  we provide the network, voice, video and collaboration expertise they require to succeed in this economy.  As a result, we are growing rapidly, our stock price is going up, and we are continuing to build our team!  Gartner rated us #1 of the global professional and managed network service providers based on ability to execute. Can your current employer offer combination of stability, market relevance, and growth opportunity

Education/Certifications

• Bachelors degree in operations research, industrial engineering or equivalent field or equivalent relevant experience


• Lean and Six Sigma Green Belt and/or Black Belt certification


• ITIL Foundation or better certification preferred 


• Formal project management training or proven skills in order to plan projects and to direct efforts of supporting project managers 

Work Experience 

• 10+ years work experience in process transformation and improvement in a company whose business focuses on information technology related services delivery or a related relevant business space


• Business to business process integration experience


• Multinational process design and improvement experience


• Experience in complex business process automation (preferably Service Oriented Architecture related)