Stantec is a global leader in sustainable engineering, architecture, and environmental consulting. The diverse perspectives of our partners and interested parties drive us to think beyond what’s previously been done on critical issues like climate change, digital transformation, and future-proofing our cities and infrastructure. We innovate at the intersection of community, creativity, and client relationships to advance communities everywhere, so that together we can redefine what’s possible. The Stantec community unites approximately 32,000 employees working in over 450 locations across 6 continents.
Primary Role
Responsible for managing and/or overseeing service operation activities to ensure the consistent definition, documentation, workflow and day-to-day management of processes.Key process areas that this role will provide management, process leadership and subject matter expertise include: Major Incident, Problem, Request Fulfillment, Service Knowledge Management, and Continual Process Improvement.
Key Responsibilities
- Responsible for managing and/or overseeing the IT Service Center Team Lead - Global.
- Plan the operational activities of the IT Service Center Global team, ensuring that the level of customer service is aligned with the business’ requirements.
- Responsible for staff career development and performance plans.
- Analyze weekly and monthly statistics and performance reports.
- Maintain communications with employees, management, and regional leadership.
- Participate in strategic planning sessions, corporate initiatives, and IT management meetings as required.
- Responsible for the quality of IT Service Center documentation and project activities.
- Manage audit processes, liaison with Internal & External Audit officers, and assist with implementation of audit recommendations.
- Responsible for the day-to-day operations and execution of the Health and Safety program for the IT Service Center team.
- Effectively manage projects in accordance with IT project management frameworks.
- Responsible for planning, development and monitoring of IT budgets related to travel and labor costs as it pertains to customer support.
- Understands and comprehends what others say in English
- Grasps the meaning of information written in English as it to work situations.
- Conveys ideas and facts orally using language the audience will best understand in English.
- Conveys ideas and facts in writing using language the reader will best understand in English.
- Drive customer connection by using call control best practices for phone conversations in English.
- Demonstrates advanced skills to use computers,
- communication devices, and related applications to input, retrieve, and communicate information.
- Examines data to grasp issues, draw conclusions, and solve problems.
- Develops fresh ideas that provide solutions to all types of workplace challenges.
- Makes timely, informed decisions that take into account the facts, goals, constraints, and risks.
- Uses mathematical techniques to calculate data or solve practical problems.
- Resolves difficult or complicated challenges.
- Identifies, collects, and organizes data for analysis and decision-making.
- Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
- Adapts to changing business needs, conditions, and work responsibilities.
- Diligently attends to details and pursues quality in accomplishing tasks.
- Builds and maintains customer satisfaction with the products and services offered by the organization.
- Displays an ongoing commitment to learning and self-improvement.
- Earns others’ trust and respect through consistent honesty and professionalism in all interactions.
- Focuses on results and desired outcomes and how best to achieve them. Gets the job done.
- Adheres to all workplace and trade safety laws, regulations, standards, and practices.
- Manages own time, priorities, and resources to achieve goals.
- Maintains composure in highly stressful or adverse situations.
- Diplomatically handles challenging or tense
- interpersonal situations.
- Influences others to be excited and committed to furthering the organization’s objectives.
- Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.
- Promotes cooperation and commitment within a team to achieve goals and deliverables.
- Helps create a work environment that embraces and appreciates diversity.
- Influences others to act in support of ideas, programs, or causes.
- Enforces governmental laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable.
- Enables cooperative and productive group interactions.
- Convinces others to follow recommendations and advice to bring them into compliance with regulations, standards, or policies
- Asks questions in ways that enhance the clarity, quality, and reliability of information.
- Structures and directs others’ work on projects or programs.
- Helps others resolve complex or sensitive disagreements and conflicts.
- Reaches deals or compromises.
- Uses tools, machines, and vehicles to transport goods or people, or to create work products
- Partners with clients to identify and resolve complex or sensitive issues.
- More than 5 years of experience in IT and/or specific role
- Formally delivers information to groups.
- Aligns the direction, products, services, and performance of a business line with the rest of the organization.
- Enables co-workers to grow and succeed through feedback, instruction, and encouragement.
- Promotes organizational mission and goals and shows the way to achieve them.
- Follows fiscal guidelines, regulations, principles, and standards when committing fiscal resources or processing financial transactions.
- Uses knowledge of the organizational and political climate to solve problems and accomplish goals.
- Coordinates ideas and resources to achieve goals.
- Manages staff in ways that improve their ability to succeed on the job.
- Sees the big, long-range picture.
Primary Location:
India | Pune
Organization:
Stantec IN Business Unit
Employee Status:
Regular
Travel:
No
Schedule:
Full time
Job Posting:
03/08/2025 01:08:54
Req ID:
1001777
