Senior Support Process Manager - Programs

<p>We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.</p><p><strong>The Team: </strong></p> <p>The Engineering Support Operations team is an enabler of the Engineering department and helps the Engineering organization deliver on its vision of <strong>performance</strong>, <strong>reliability</strong>, <strong>value </strong>and <strong>timeliness.  </strong>We strategically and operationally define the ways to Improve productivity/efficiency of teams, improve the Engineering orgs effectiveness in support management, guide the organization to deliver a trustworthy Service and guide the organization to<strong> deliver an enterprise grade Product.</strong></p> <p><strong>The Role:</strong></p> <p>As a Senior Support Operations Program Manager, in the Support Operations team, you will have full end-to end responsibility in creating and running programs to improve the support performance of Celonis with a focus on the engineering organization and identifying improvement measures for daily operations that will ultimately lead to higher customer satisfaction. In this interdisciplinary role, you will integrate project management, analytical and operations skills together with process improvement practices.</p> <p>In order to manage your own projects and successfully deliver them, you will be expected to collaborate and develop strong long-standing relationships with internal and external stakeholders cross-functionally. <br/><strong><br/></strong><strong>The work you’ll do:</strong></p> <p><strong>Responsibilities</strong>: </p> <ul> <li><strong>Lead and Manage Projects:</strong> Directly oversee projects from definition through execution, ensuring alignment with Engineering's goals and delivering top-quality results within the planned scope and timeline.</li> <li><strong>Independently Drive Process Improvements: </strong>Take full ownership of end-to-end support process enhancements, proactively identifying and implementing improvements to streamline operations and enhance efficiency.</li> <li><strong>Conduct Data Analysis for Actionable Insights:</strong> Utilize data analytics to identify trends, perform root cause analysis, and recommend actionable insights for process optimization across support and engineering teams.</li> <li><strong>Coordinate Across Teams for Integration: </strong>Recommend and facilitate the integration of project plans and schedules across various teams, ensuring cohesive execution of interrelated tasks.</li> <li><strong>Operate Autonomously Within Defined Responsibilities:</strong> Work independently, managing assigned tasks while providing clear, regular updates to upper management on progress and outcomes.</li> <li><strong>Expertise in ITIL, Support Tools and Processes : </strong>Serve as a subject matter expert on incident management practices, support tools (e.g., JIRA, Salesforce, JSM), processes, and future improvements, providing guidance and information as needed.</li> <li><strong>Recommend Solutions Based on Experience: </strong>Leverage extensive experience to propose innovative ideas and solutions to challenges faced by the team, enhancing project outcomes and team efficiency.</li> <li><strong>Facilitate Cross-Pollination of Ideas:</strong> Generate and share ideas across multiple initiatives, enhancing creativity and innovation within the team.</li> <li><strong>Apply Critical Thinking:</strong> Utilize critical thinking skills across all responsibilities, ensuring thorough analysis and strategic decision-making.</li> <li><strong>Influence and Obtain Stakeholder Approval: </strong>Consult with stakeholders on proposed actions, effectively communicating benefits and obtaining buy-in for implementation.</li> <li>Implement Identified Actions Across Areas: Drive the execution of actions derived from insights, ensuring timely delivery of impactful results across multiple areas of responsibility.</li> <li><strong>Enhance Team Knowledge and Skills: </strong>Actively contribute to the development and dissemination of knowledge within the team, enhancing collective expertise in support processes and tools.</li> <li><strong>Improve Communication and Documentation:</strong> Produce high-quality, clear, and concise documentation and presentations, effectively communicating analysis findings, action plans, and risks to teams and leadership.</li> <li><strong>Lead by Example in Teamwork and Leadership:</strong> Foster a collaborative environment, mentoring less experienced team members, aligning team efforts with organizational goals, and leading enablement activities.</li> <li><strong>Embrace and Implement New Technologies:</strong> Stay abreast of and implement new technologies and tools that can enhance support performance and process efficiency, demonstratin