AM - SD Capability & Projects

Job Description

Who are we looking for? Candidates who are domain SME s in Service Desk Field with expertise on Service Operations, Transition, Service Management, Data Analytics, Client Consulting, etc. This will be a client facing role so excellent communication skills are required. Job Responsibilities: Support Service Desk delivery teams to execute effectively by deploying standard operational framework Develop new and revise existing service desk standards Measure compliance to service desk standards Participate in new deal pursuits by responding to RFI s and RFP s in coordination with sales or pre-sales team Draft a service desk proposal including effort estimation, delivery platform, transformation charter and transition plan Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support Facilitate internal and external benchmarking exercises for key comparable metrics Study industry best practices and trends to be ahead of the change Build and conceptualize themes for the year to develop a practice leading to domain expertise Support Service Desk delivery teams with action plans to problems, SIP s, Transformation journey and client consulting Prepare presentation and runbooks/SOP s for different audiences like client stakeholders, sales & marketing team, delivery teams, etc. Maintain and enhance Service Desk offering library Execute or coordinate automation applicable to end user support Build workflows in ITSM to reduce manual effort Enable virtual assistants by building talents or designing voice and chat bots Design self service portal for users to navigate conveniently and increase adoption Create request catalogues and orchestration to auto fulfill service request Participate in analyst briefing to present service desk capability Design ITSM processes for operational efficiency Identify gaps in Service Management and propose a solution Experience: More than 5 years in Service Desk operations More than 2 years in Service Desk practice Skills: Analytical skills Effective Business Communication SLA Management MS Office Decision making skills Solution and design Financial planning Business relationship Management Responding to RFP Knowledge and Proficiency Level Technical Skills: Ticketing Tool - Advance MS Office - Advance Avaya Operating skills - Intermediate Avaya CMS Operations/Reports - Intermediate Nice Tool Operations - Beginner BP/IEX scheduling tool - Beginner Networking concepts - Intermediate Client Process Knowledge - Advance DMAIC - Advance Client Business Awareness - Intermediate Call Center Infrastructure - Advance Industry practices and trends - Intermediate Email etiquette - Advance Customer service skills - Advance KB Script development Skills - Advance Analytical skills - Advance Client Business relationship Management - Beginner SLA Management - Beginner Process Mapping/Engineering skills - Advance Leadership & Behavioral Skills: Effective Business Communication - Advance Decision Making Skills - Advance Patience - Intermediate Managing Stress - Beginner Positive attitude to change - Intermediate Attitude to feedback/willing to learn - Intermediate Relating to Others - Intermediate Influencing Others - Intermediate Team Player - Intermediate Insight into the Customers Mindset - Intermediate Solution Based Approach - Intermediate Follow Through - Intermediate Personal Credibility - Beginner Self-Development - Beginner Result Focus - Beginner Drive to Win - Beginner Establishing Focus - Intermediate Recognize Efforts - Intermediate Approachability - Intermediate Dealing with Fairness - Intermediate Fostering Teamwork - Intermediate Domain Skills: Infrastructure Support - Service Desk - Advance Process and Quality Skills: Information Security and compliance - Advance ITIL Expert - Advance GSD Standards - Advance Quality Management Systems - Advance Business Continuity Plan - Intermediate QMS - Advance ISMS concepts - Advance ISO concepts - Advance PMP - Advance Qualification: Any Graduate ITIL Certification will be preferred