Service Management Advisor 3

BT Group

5 - 8 years

7 - 11 Lacs

bengaluru

Posted:4 weeks ago| Platform:

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Skills Required

service management excel problem management itil supplier management change management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles & Responsibilities

Own the International Change Management Process.
Manage the team for International Change Management.
Chair and manage change control board (CAB) including sending daily CAB reports.
Own reporting of statistics, KPI, and data for the Change control board (CAB) to support goals and measures.
Own failed changes and understand root cause and identify mitigations to avoid repeat failures. Working with Problem and Supplier Management to track and manage Post Incident Reports.
Be first escalation point for Change Escalations/Emergency requests. Arbitrate and co-ordinate responses in a timely manner to the satisfaction of the wider impacted customer base, written in the One Voice BT style.
Manage communications with the other In-Country support units, other network, Vendor and service suppliers.
Own and maintain the Network Activity Policy ensuring it is adhered to by all parties.

Required Skills

Customer and service focus:
The ability to manage customer escalations and negotiations with suppliers via supplier management.
Excel Macro skills:
Knowledge and experience in Excel with the ability to manage and develop Macros in support of clash and contention checking for the daily CABs.
Understanding of networks:
A general understanding of the International networks.
Process Awareness:
have a good understanding of the key ITIL disciplines with particular emphasis on change management but also incident and problem. Use Continuous Improvement techniques to identify and support process efficiencies and ensure all activities add value to the business.
Team focussed:
To be able to manage and lead a team, supporting and coaching them for performance.

Experience

Mandatory
- Excel skills, knowledge and experience in Macros. Good customer advocacy skills.
Preferred
Experience and knowledge of the International Networks, the wider Change process and the supporting change systems.ITIL foundation level certification.

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