Description
Role Description
- Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge
- Act as a bridge between management and the team to ensure all the targets are met and continual improvement is happening, can be able to provide best suggestion to improve the services & key takeaways for action. Need to track service metrics and review the teams to provide gist to the management
Must have Skills
- Infrastructure Service Management & Delivery
- Strong analytical skills & Problem-solving Skills
- Excellent presentation skills
- Excellent Communication skills
- ITIL Certified
- Decision taking capability
- Leadership Ability
Good to have Skills
- Service Management Governance
- Service delivery
- Six Sigma/Lean Certified
Key Responsibilities
- Organize and head meetings with the service delivery team
- Prepare periodic reports and present such reports to the senior management
- Make recommendations for policy or technological change if required
- Develop new strategies to maintain or improve on the quality of service delivery
- Carry out research regularly and learn to improve service delivery procedures and processes.
- Provide relevant statistics and reporting as per agreed procedures and guidelines
- Ensure all relevant systems and documentation used by team is updated and reflect agreements
- Follow up on reporting: Evaluate reports from suppliers based on knowledge and experience
- Clear and timely communication with service delivery team to Solve adhoc tasks that may arise in the completion of the deliverable
- Deliver operational excellence - assess business processes driving efficiencies, continuous & demonstrable improvement of productivity & cost effectiveness Accountable for achievement of financial cost plan; Identify opportunities to improve gross profit through cost management initiatives
- Analyze workflow to ensure efficient and cost-effective operations. Develop / implement process improvements
Skills Required
Project management experience
Service delivery management
People Management - Employee engagement / HR processes & activities; Ability to manage employees within diverse environments
Service Outsourcing / Operations experience (i.e., leads service delivery teams ; establish Operational/support control processes ; fosters internal/external client relationships ; plans for change ; monitors Key Performance Indicators ; best practice sharing, etc.)
Collaboration skills to value and celebrate differences, build rapport, engage & work with appropriate resources, across organization/company, to successfully achieve results
Delivery Excellence, Operational Excellence, service excellence, business excellence, Corporate Governance, process improvement