Qualifications
- Bachelor’s degree in business administration or information technology; Master's degree is a plus
- 5+ years of experience in operational responsibility/management of delivering services, preferably responsible for the digitization of non IT related services (e.g. HR, Accounting, etc.)
- Successful stakeholder management in large, multi-national, diverse environment including but not limited to senior executives
- Experience in cross-functional/cross-product integration of design concepts, service design creation including customer journey perspective
- Knowledge of service management frameworks and concepts (e.g. service catalogs, service level management, customer experience measurement) & digital service/request management technology
- Strong project management skills and knowledge of agile methods
- Exposure with technology to orchestrate digital service channels (web, mobile, chat, etc.)
Who You'll Work With
You will join our Prague office as a member of the Service Management Technology group.
The mission of this group is to help service units within McKinsey digitizing their internal services by enabling technology to establish digital user journeys and automate service delivery. The group is responsible for developing and maintaining a global service management platform and portfolio of products (applications) to facilitate digital delivery of internal services in collaboration with other Technology and Digital teams.
What You'll Do
You will drive the digital transformation of internal services across the firm.
In this role your goal will be to optimize performance, drive efficiencies via automation, and create a modern, consistent, and integrated experience for colleagues as they use firm services across different functions. You'll collaborate directly with service unit leaders and technology delivery teams. This will involve developing concepts, working with various stakeholders to understand individual problems and derive solutions based on common best practices of digital service experience and delivery.
You'll work to grow digital service delivery capabilities and drive alignment across these functions. Furthermore, you'll be responsible for defining goals, scope, milestones and deliverables for service line digitization in collaboration with key stakeholders, leading these initiatives utilizing Service Design methods and innovative approaches.
You will be responsible for integrating the defined goals into decision-making, taking into consideration the project strategy, scope and design. You'll leverage relevant user research and operational data, analyzing and optimizing channels to create connected, engaging service experiences and user journeys. Also, you'll be expected to collaborate effectively to guide all involved parties through the transformation journey required to digitize service delivery and grow related capabilities. Finally, you will play a crucial role in articulating the value of service design and build engagement by creating business cases for key initiatives and identifying and executing on quick wins.
