Incident Management Global Process Owner

**DATA4'S MISSION**

DATA4 creates Smart & Scalable digital facilities for our customers. Our network of highly connected, resilient and sustainable data center campuses underpins our customers’ digital growth in Europe.

DATA4 Group finances, designs, constructs and operates its own data centers. Delivered through our data center campus model, we provide our customers with secure, scalable and high-performance data hosting solutions.

**DATA4 VALUES**

At DATA4 we are driven by our values. These are the core of everything we do - from the proactivity we show in delivering great outcomes for our clients, to the responsibility we show as a key contributor to the digital economy. Our three values are:

- **To be entrepreneurial**- we are teams of doers who make things happen - with autonomy, energy and a sense of responsibility
- **To always take responsibility** - for our impact on the people we work with, the society we are part of, and the environment in which we operate
- **To constantly be adaptable** - our business is designed to adapt, answering not only today’s challenges, but also anticipating what’s coming next.

**ABOUT THE ROLE**

The **Global Process Owner** (GPO) manages is responsible for the successful deployment, adoption and overall efficiency of the process owned. They manage global initiatives and projects within Data4 with regards to the successful execution and adoption of the process. They identify and gather competences locally to improve the process owned, with the support of local Operations Directors.

The **Incident Management GPO** is the owner of the incident process globally, i.e. ensuring all incident occurring in data centers in operation or in construction with _actual_ impact to legacy operations, are covered by an incident management workflow.

The **Incident Management GPO** manages the lifecycle of the Incident Management project, from process implementation to process inspection and adoption measurement. The Incident Management GPO provides regular insights to the Global Operations Director and local Operations Directors on the status of the process. They discuss necessary improvements and in regards to both efficiency and adoption, gather lessons learned from the process execution and share learnings in Incident Management Business Reviews conducted on a monthly or quarterly basis and chaired by the Global Operations Director.

The Incident Management GPO gathers data from the Data Center industry and similar mission critical environments to ensure the process owned is regularly upgraded based on benchmarking data and industry best practices. They make sure the Incident management process is scalable and adjusted to the local country needs regardless of their size and particular contexts.

The Incident Management GPO contributes to critical incidents resolution by supporting incidents team with the necessary methodology to streamline incident management in real-time, avoid waste of time and remove cognitive biases.

Finally, the Incident Management GPO overviews the applicative development and tool maintenance to make sure the process is efficiently supported and consistently applied across the board.

**RESPONSIBILITIES**

**RESPONSIBILITES IN TERMS OF IMS CERTIFICATIONS**

**Respect and enforce certification policies in terms of**:

- **IMS**:Respect and enforce the certification policy and be proactive in improving the Integrated Management System (IMS) with stakeholders.
- **H&S**: Respect and enforce health and safety rules.
- **Environment**: Respect and enforce environmental policies.
- **Information security**: Respect and enforce information security policies.
- **Energy**:Respect and enforce the policy of energy management policy.

**JOB SPECIFIC RESPONSIBILITIES**
- Defines and updates policies regarding Incident Management process
- Ensure the design of the process aligns with the business and industry best practices
- Owns the Incident Management process from a strategic perspective, and provides tactical reporting at group level
- Approves all updates to the process and process improvement plans in agreement with the Global Operations Director.
- Is accountable for both adoption and efficiency of the process
- Oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process.
- Defines performance targets and implements improvement plans with local Operations Direct to address performance issues in regards to the Incident Management process
- Works with other teams to constantly improve the level of service rendered internally and to our customers.
- Owns the training program of employees involved in the incident process.
- Gather lessons learned from past incidents and owns the mechanisms to share lessons learned across countries
- Contributes with the local Operations Directors and the Group Operations Director to the improvement of the incident resolution and escalation process used to add