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 skills

Effective Business Communication

SLA Management

MS Office

Decision making skills

Solution and design

Financial planning

Business relationship Management

Responding to RFP

Knowledge and Proficiency Level

Technical Skills:

Ticketing Tool - Advance

MS Office - Advance

Avaya Operating skills - Intermediate

Avaya CMS Operations/Reports - Intermediate

Nice Tool Operations - Beginner

BP/IEX scheduling tool - Beginner

Networking concepts - Intermediate

Client Process Knowledge - Advance

DMAIC - Advance

Client Business Awareness - Intermediate

Call Center Infrastructure - Advance

Industry practices and trends - Intermediate

Email etiquette - Advance

Customer service skills - Advance

KB Script development Skills - Advance

Analytical skills - Advance

Client Business relationship Management - Beginner

SLA Management - Beginner

Process Mapping/Engineering skills - Advance

Leadership & Behavioral Skills:

Effective Business Communication - Advance

Decision Making Skills - Advance

Patience - Intermediate

Managing Stress - Beginner

Positive attitude to change - Intermediate

Attitude to feedback/willing to learn - Intermediate

Relating to Others - Intermediate

Influencing Others - Intermediate

Team Player - Intermediate

Insight into the Customer's Mindset - Intermediate

Solution Based Approach - Intermediate

Follow Through - Intermediate

Personal Credibility - Beginner

Self-Development - Beginner

Result Focus - Beginner

Drive to Win - Beginner

Establishing Focus - Intermediate

Recognize Efforts - Intermediate

Approachability - Intermediate

Dealing with Fairness - Intermediate

Fostering Teamwork - Intermediate

Domain Skills:

Infrastructure Support - Field Service - Advance

Process and Quality Skills:

Information Security and compliance - Advance

ITIL Expert - Advance

GSD Standards - Advance

Quality Management Systems - Advance

Business Continuity Plan - Intermediate

QMS - Advance

ISMS concepts - Advance

ISO concepts - Advance

PMP - 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.

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