Job Description
This role is for a Service Improvement Manager (project program management) in an individual contributor capacity to support the Technical Service Desk ( L1 or L1.5 Service Desk) service area in a focused/dedicated or leveraged capacity. This role interfaces with multiple stakeholders like SD operations/delivery, Account Management, Cross functional teams like Field services/ DEX, Automation/transformation teams and Client.
Key Responsibilities, knowledge, skills & qualifications
- Strong knowledge and experience of Service Desk function with thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources, reports etc including Telecom and ITSM related metrics etc.
-Owner to identify and execute Service Improvement plans/projects including process improvements, quality, cost, volume reduction, SLA Mitigation, efficiency improvements etc
-Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
-Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
- Foundational knowledge of common end user digital transformation/innovation/automation/next-gen solutions related to RPA, Chat Bots, Password manager, CTI including, password reset self help/self service solutions etc.
Key Responsibilities, knowledge, skills & qualifications
- Strong knowledge and experience of Service Desk function with thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources, reports etc including Telecom and ITSM related metrics etc.
-Owner to identify and execute Service Improvement plans/projects including process improvements, quality, cost, volume reduction, SLA Mitigation, efficiency improvements etc
-Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
-Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
- Foundational knowledge of common end user digital transformation/innovation/automation/next-gen solutions related to RPA, Chat Bots, Password manager, CTI including, password reset self help/self service solutions etc.
💡 Quick Summary
Seeking a career-building opportunity? The Project Program Mgmt. Senior Specialist - Service Desk position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Bangalore offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
