Madurai

4.5-8 Years

INDIA

TYPICAL ROLE AND RESPONSIBILITIES:Service Improvement and Continuous Service Improvement (45%) Review and Recommend Service Level Hygiene and Improvement Proactively Assessment of Operational Practices, spanning across people, process, tools Drive Continual Service Improvement Programs across various client and digital workplace services domains Conduct Customer Experience / Technology Roadmap Workshops and create roadmaps to support efforts Establish & Implement Industry Best Practices within our service delivery Identify need of Proactive SWAT Programs Make recommendations for Tool Adoption & Maturity and drive implementation Drive improvements to support End user, customer leadership experience Drive customer satisfactionFoundation Services: Maturity Assessment, Benchmarking and Best Practice Sharing (45%) Conducting GAP / Maturity assessments and share results with action plans Conducting Predictive Analysis (for performance, productivity, and process) and improvement suggestions Performance Benchmarking (Account, Operations and Resources) with recommendations Establish the Best Practice Guideline & Framework (People, Process, Tools, and Transition & BAU Operations) - Process & Procedures, Questionnaire, Weightage, Portal, Frequency, Recovery Plan Identifying and enabling learning and development opportunities Establish 360 connect and feedback channels with internal and external customers / stakeholders Establishing business guidelines (Operating Model, Sizing, Skill and tool mapping) and validate new deals and renewalsPractice Development: (10%) Publish best practices, case studies, white paper and success stories Establish an Innovation Council & Identify Opportunities (Innovation, Experience Tools and Optimization) QUALIFICATIONS AND EDUCATION REQUIREMENTS Must have excellent communication (written and conversation skills in English language) 9+ Years of proven experience in IT Infrastructure Project Management Must have following degrees / certificationso Bachelor s degree (in Computer Science, Engineering or any equivalent) Additional desirable experience / certifications are:o Experience managing Operations / Service Delivery for End User Serviceso Certified or trained in Project Management Trainings and certifications like Agile Scrum Master, PMP / Prince2, CAPM etc.o ITIL v3 or Above o Experience in handling End User Technology Transition and Transformation Projecto Experience in delivery management & deployment of solutions (1.) To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders (2.) To ensure positive customer feedback and satisfaction thorugh active participation in customer meetings to understand any issues faced (3.) To validate Change Order Implementation Plan and Human Error Compliance and participate in Capacity planning (4.) To perform value addition activities (such as mentoring administratorsorteam members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as and when required. (5.) To ensure on-time resolution and quality compliance of escalated ticketsorincident as per the agreed SLA

B-Tech

1

PMO-Service Line Manager-Service Line Manager

1365393BR