Service Improvement Manager role in individual contributor capacity to support any Dynamic Workplace Services (DWS) towers in scope ( eg. Technical Service Desk, Field Services etc) in a focused capacity or shared services capacity.
Strong knowledge and experience in Service Desk and or Field Services functions with thorough understanding of standard SLAs and KPIs including their calculations and data sources etc.
Owner to identify and execute Service Improvement plans/projects including process and quality improvements
Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
Knowledge and experience driving improvement projects related to shift left from L2 to L1 or L2 to via L1.5 remote resolution desk, self service adoption projects to reduce password reset and status check reductions etc.
Work closely with Internal and external stakeholders including Account delivery & Client to discuss Service improvement actions, RAILS and review progress.
Drive Performance management and governance across all Service Delivery Measures (KPIs, SLAs etc) on a daily, weekly or monthly basis including reviews with Operations, Account Delivery and Client.
Responsibility and ownership for Account-specific expertise and SME knowledge
Excellent problem solving skills including opportunity identification, RCA, data analytics etc
Documents and reviews trends over a period to identify any consistent patterns and observations
Being the expert on the account, manage all Changes to the Scope of Services for the account and ensuring right staffing and recovery for the change
Collates all data into a concise and comprehensive report on service performance, as measured against agreed business targets & goals
Analyze the Service Level achievements compared to SLA's and provide remediation support when needed and drive optimization and efficiencies
Provide guidance on ITSM processes and drive process optimization
Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control processes
Interlock with cross functional teams to drive actions to address complex problem resolution to optimize delivery
Apply Statistical Process Control methods to Measure the baseline and Improve Process Performance
Implementation of Industry Standard Practices to drive ongoing Service Improvement initiatives/projects/programs.

Project Program Mgmt. Senior Specialist-SIM