Senior Manager - Process Definition

Golden Opportunities

15 - 18 years

40 Lacs

bengaluru

Posted:1 week ago| Platform:

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Skills Required

process definition process documentation contact centre process consulting service delivery transition itil service management service desk process consulting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities:

Lead process discovery and transition planning for Service Desk and Contact Centre engagements
Conduct As-Is and To-Be process definition aligned to the target operating model
Perform due diligence by gathering volumetric data, ticket patterns, effort assumptions, and historical performance metrics
Document end-to-end L1 service desk and contact centre processes, including multi-location delivery models
Analyze SLA/KPI frameworks, reporting mechanisms, and service performance trends
Must-Have Skills:
12+ years of experience in Process Definition, Transitions, or Service Delivery.
Strong understanding of ITIL processes (Incident, Request, Problem, Change, Knowledge)
Hands-on experience with Service Desk / Contact Centre operations (Voice, Chat, Email, Tickets)
Proven ability to analyse ticket volumes, call arrival patterns, AHT, SLAs, and KPIs
Excellent process documentation and presentation skills (process flows, SOPs, PD documents).

Contact Person

Email

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