Role: Service Manager Infrastructure Services
Years of experience: 13+ Years
Articulate performance, opportunities for improvement and improvement progress for all Service Management services for accounts supported
Identify opportunities for process improvements for accounts supported
Facilitate and/or attend Service Management leadership meetings pertaining to Incident, Problem, Change and Asset.
Creates and monitors a development and succession planning process for resources; proactively monitors resource availability against current requirements and new business opportunities
Coach and hold SMG teams accountable for delivering highly accurate, effective and efficient Service Management Services.
Work with Service Lines and hold accountable to ensure Service Management Performance Indicators are performing above target.
Serve as initial escalation point of contact for the Service Line SDMs regarding Incident, Problem, Change, and Asset process failures.
Ensure Service Management processes are being monitored for compliance
Identify and drive continuous process improvement within the Service Management Services
Monitor Major Incident Management outage communications to coach and correct to address any errors on inconsistencies found
Will monitor and take ownership of resolving poorly performing SMG KPIs
Will escalate chronic process failures to Management for immediate attention and resolution
Will provide strategic thought leadership in shaping SMG products and services.
Will meet with Leadership to deliver status of service line process performance which will include recommendations for improvement.
Understands and controls expenditures within the function, delivering services within an agreed budget and for exception management of any deviations from budget with accountability to senior management
Ensures operations are cost effective, efficient and within established budget constraints. Proactively looks for efficiencies, re-engineering opportunities.
Identifies areas of rightshoring within existing accounts.
Will meet with account SDM and key leadership to deliver status of Service Management Services begin performed by SMG along with performance of the service lines.
Client facing communications or presentations needed to provide additional information regarding established SMG processes.
SIP Improvement Plans as needed
SME support for projects and transitions. Characteristics To be successful the Service Management Manager will: Customer Focus
Have Interpersonal and Communication skills
Problem Solving and Continuous Improvement
IT Outsourcing Business Knowledge and Experience of working to ITIL principles
Strategy, Planning and Organizing
Understand the SMG Goals and Objectives and demonstrate actions supporting them.
Have the ability to quickly establish credibility with Account/SDM/Service Line Leadership.
Have the ability to lead and influence cross tower issues
Be a strong Analytical Thinker
Be able to manage multiple priorities
Take personal ownership of escalations
Understand Capgeminis operating environment
Understand Customer SLAs
Understand SMG KPIs
Must be able to work without supervision
ITIL Foundation certification
Excellent presentation skills
Excellent English communication, both verbal and written
Experienced in dealing with Senior Management
Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Service Delivery Leader
Role: Service Delivery Leader
Keyskills: Change Management ,ITIL, Budgeting Management Services ,Customer Focus, Succession ,Planning ,Service Management ,Incident Management ,Process Improvement.