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.
