Experience on Service delivery (End User Support) and Project Management. Assists defining requirements and designing and implementing IT service-based project modifications and development.
Job Description Essential Job Functions
- Being client-facing role as Ongoing Service Leader, supporting single client for overall service delivery quality, and reporting the measurements/SLAs to client. Maintaining positive relationships with customers.
- Creates and implements service/project definitions, and objectives for technical implementation on workplace/infrastructure of low to moderate complexity. Participates in delivery assurance reviews to ensure adherence to project management policies and procedures.
- Works in conjunction with team members and stakeholders to manage changes to technical requirements. Provides input on possible changes needed based on current service status.
- Assists in the staffing of services. Organizes team members to ensure communication and understanding of deadlines, assignments and objectives. Participates in work as applicable.
- Performs ongoing review of service status; identifies possible risks. Recommends and implements risk mitigation solutions as approved and as appropriate.
- Manages client and company expectations for agreed upon service performance by obtaining and providing service metrics.
- Assessing customer feedback and using your creativity to establish, improve, and refine services.
- Leading the service delivery team, managing conflict, and ensuring the teams processes and tasks are carried out efficiently.
- Remaining organized and meeting deadlines.
Basic Qualifications
- Bachelors degree in business administration, information technology, engineering or related field preferred
- Six or more years of experience in project management
- Experience working with project management methodology such as Catalyst including budget development, project planning, control and assurance methodologies, project management software and finance and accounting concepts and practices
- Experience working with client vision, business objectives, and critical success factors
- Experience working with delivery assurance principles and appropriate procedures relevant to area
- Experience working with techniques and approaches related to the architecture, development, integration, and deployment of project phases
- ITIL certified, having ITSM practice experience in service delivery to MNC client
- Experienced service desk, or desktop/field support service leader, would be preferred
- Having ServiceNow practice experience, being able to look into dashboards, data views for SLA monitoring on incidents, service requests, problems, changes, CMDB, etc.
Other Qualifications
- Skilled in estimating and common project management desktop tools
- Good communication skills
- Good leadership skills to train, guide and mentor the work of less experienced personnel
- Creative thinking and problem solving skills
- Ability to handle multiple tasks simultaneously and switch between tasks quickly
- Ability to manage medium sized projects
- Ability to work in a team environment
- Ability to create and maintain formal and informal networks
- Willingness to travel
Work Environment
- Be flexible to work in DXC or client office environment or at home
- Frequent evening or weekend work and on-call work
