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Senior Manager - Service Management Office

Senior Manager - Service Management Office

Tesco

3 - 8 years

9 - 13 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

service management pmp change management helpdesk business analysis agile business solutions business continuity stakeholder management monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

1. Partner with senior leaders to define and implement long-term service strategies that align with the organisations goals.

2. Actively participate in functional leadership team meetings, sharing insights and partnering on solutions and business change implementations.

3. Tailor service experiences based on business models and stakeholder needs to personalize interactions.

4. Develop a roadmap for service management that includes key milestones, resource allocation, and performance metrics.

5. Take ownership of timely and accurate service performance by monitoring, reporting, and governance.

6. Analyze periodic performance, identify triggers for KPI/SLA misses, and strengthen controls to influence functions.

7. Foster a shift from service to experience by highlighting impact stories that positively influence the customer journey. This is achieved through sentiment analysis, insights, and the implementation of change initiatives.

8. Partner with core teams to bring experience-focused service design to life, reducing and eliminating process friction.

9. Oversee high-impact triage issues through the helpdesk and work closely with relevant teams to implement corrective actions.

10. Ensure all service lines align with the service management framework and oversee the governance of operational metrics.

11. Identify new opportunities for service design enhancements and explore new avenues for TBS.

12. Provide inputs that impact functional plans, policies, and influence budget and resource allocation.

13. Partner with technology teams to identify opportunities to enhance service delivery and efficiency across business units.

14. Play an active role as part of functional leadership and share meaningful insights which can help the business to meet its objectives.

15. Understand the strategic direction of the business, thereby building visibility which helps in shaping future initiatives.

16. Implement measures for colleague, customer, and supplier experience to drive incremental improvements.

17. Identify and mitigate risks related to service delivery, ensuring business continuity and minimizing service disruptions. Develop contingency plans and lead the response to any service-related crises.

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Senior Manager - Service Management Office