Location
Noida | India
Job description
Job Description (Posting).
Service Success Manager
(Job Description Management and Strategic Skills)
Management Skills include:
Adhere to agreed service levels
Produce regular progress reports
Clearly communicate the deliverables and influence expectations
Develop and maintain supporting processes and procedures, including:
o Team responsibilities
o Deliverables
o Expectations
o Reporting
o Auditing and compliance
Balance performance and quality of Service Desk
Manage the professional development of service desk staff
Seek stakeholder input and acceptance of new services
Strategic Skills include:
Develop well-defined service desk goals and objectives that support business and IT goals
Network with people within the organization
Build close professional relationships with second and third-line support teams
Undertake forward planning/brainstorming sessions with the team to identify opportunities for business development activities
Undertake an assessment, or current state analysis (CSA), including a SWOT/GAP analysis of the service desk
Provide consistent and constructive feedback to the team(s)
Emphasize the need for results, not just activity
Demonstrate confidence in the teams and match words with actions
Demonstrate to the team(s) how progress is monitored, benchmarked, and corrected
Share the key management reports that show the ability of the service desk to meet goals and objectives
Be able to articulate the strategic goals, objectives and key business processes of the organization being supported
Know how and where to acquire knowledge of the organization s strategic plans
Interpret the intention of the strategic plans of the organization and apply them to the service desk
Take a proactive approach to developing and supporting strategic initiatives
Participate in management decision making
Demonstrate business vision, insight and judgement
Be involved in finding and developing new business opportunities
(1.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met. (2.) To anchor process improvementorcompliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation) (3.) To guide, manage, develop, engage the team therby ensuring employee retention (4.) To ensure upskillor creation of resources through internal academiesor trainings and growth rotation (5.) To ensure customer engagement or satisfaction and referenceability
Qualification
B-Tech
Skill (Primary)
PMO-Program Management-Program Management
Job tags
Salary
