Role
:
Practice Lead
-
Field Service
Capability
Who are we looking for
A senior level Workplace Practice lead to manage and lead Field Service Practice. The Individual should be a technology enthusiast, experienced stakeholder management with exposure to deal solutioning, sales support, capability building, vendor management and Identifying and executing transformation opportunities.Candidate must be domain SME in Field Service with expertise and experience on site support, remote support, asset management, depot and warehouse maintenance. This will be a client facing role so excellent communication skills are required.
Job Responsibilities
- Develop new and revise existing field service standards
- Measure compliance to field service standards
- Participate in new deal pursuits by responding to RFI's and RFP's in coordination with sales or pre-sales team
- Draft a field service 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 field service delivery teams with action plans to problems, SIP's, Transformation journey and client consulting
- Prepare presentation and runbooks/SOP's for different audience like client stakeholders, sales & marketing team, delivery teams, etc.
- Maintain and enhance field service offering library
- Execute or coordinate automation applicable to end user support
- Build workflows in ITSM to reduce manual effort
- Participate in analyst briefing to present field service capability
- Design ITSM processes for operational efficiency
- Identify gaps in Service Management and propose a solution
Presales Experience
- Participate in presales activities and assist sales team in different stages for RFx (e.g., RFI, RFQ, RFP, deal qualification, risk assessment, etc.)
- Lead customer discovery workshop to understand their business goals.
- Deconstruct RFx documents to key data points and underlying business challenges.
- Design scalable and efficient solution that aligns with customer's business goals and technical requirements.
- Recommend process optimization and workflow automation for efficient service delivery.
- Collaboration with cross function teams, vendor management & coordination.
Practice And Solutioning Experience
Experience in designing and implementing cost effective and scalable solutions for,
Service Desk
- Level 0 (digital support)
- Level 1 (agent assisted support)
- L1.5 remote solution (bridge between L1 and L2/L3)
- B2B Integration
Field Services
- Campus based support
- On-demand dispatch based support
- Staff augmentation
Asset Lifecycle Services
- Hardware procurement
- Configuration and deployment
- Depot based repair and refurbishment
- IT asset disposal
- DaaS (Device-as-a-Service)
Experience
- More than 10 years in Field Service operations
- More than 3 years in Field Service practice
Skills
Analytical skillsEffective Business CommunicationSLA ManagementMS OfficeDecision making skillsSolution and designFinancial planningBusiness relationship ManagementResponding to RFPKnowledge and Proficiency Level
Technical Skills
Ticketing Tool - AdvanceMS Office - AdvanceAvaya Operating skills - IntermediateAvaya CMS Operations/Reports - IntermediateNice Tool Operations - BeginnerBP/IEX scheduling tool - BeginnerNetworking concepts - IntermediateClient Process Knowledge - AdvanceDMAIC - AdvanceClient Business Awareness - IntermediateCall Center Infrastructure - AdvanceIndustry practices and trends - IntermediateEmail etiquette - AdvanceCustomer service skills - AdvanceKB Script development Skills - AdvanceAnalytical skills - AdvanceClient Business relationship Management - BeginnerSLA Management - BeginnerProcess Mapping/Engineering skills - Advance
Leadership & Behavioral Skills
Effective Business Communication - AdvanceDecision Making Skills - AdvancePatience - IntermediateManaging Stress - BeginnerPositive attitude to change - IntermediateAttitude to feedback/willing to learn - IntermediateRelating to Others - IntermediateInfluencing Others - IntermediateTeam Player - IntermediateInsight into the Customer's Mindset - IntermediateSolution Based Approach - IntermediateFollow Through - IntermediatePersonal Credibility - BeginnerSelf-Development - BeginnerResult Focus - BeginnerDrive to Win - BeginnerEstablishing Focus - IntermediateRecognize Efforts - IntermediateApproachability - IntermediateDealing with Fairness - IntermediateFostering Teamwork - Intermediate
Domain Skills
Infrastructure Support - Field Service - Advance
Process And Quality Skills
Information Security and compliance - AdvanceITIL Expert - AdvanceGSD Standards - AdvanceQuality Management Systems - AdvanceBusiness Continuity Plan - IntermediateQMS - AdvanceISMS concepts - AdvanceISO concepts - AdvancePMP - Advance
Qualification
- Any Graduate
- ITIL Certification will be preferred
What's
in
for you
- At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
- With the current opportunity, you will get to work with the team that has consistently been setting benchmarks in terms of delivering high KPIs, project completion on time and being one of the best teams to work for in the organization.
- You get an open and transparent culture along with freedom to experimentation and innovation
Who are we
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.
