Description
Hi,I came across your profile and noticed that you have the professional expertise that would be a great fit for an exciting new role we have in Tata Consultancy Services. We had an opportunity with our Client.
Role: Regional service Delivery mnager
Location: London
Employment type: Permanent
PURPOSE: To deliver, manage and support cost effective I.T. services across one or more countries ensuring that services are available to the customer and that Service Level Agreements are met.
PRINCIPAL ACCOUNTABILITIES
1.Provide the single point of Contact for senior customer representatives within the defined region of responsibility. This will include:
a.Regular service reviews
b.Customer escalations
c.Project status reports (in conjunction with the project manager).
d.Adhoc meetings to capture and refine customer requirements
2.Ensure that reports for the area of responsibilities are completed to schedule, accurate and are of the required level of quality.
3.Ensure service call outs to appropriate stakeholders based on report analysis
4.Manage Services, delivering to the level required by providing a 1st, 2nd and/or 3rd Line support function that resolves incidents, investigates and solves problems, and proactively monitors the infrastructure to avoid future incidents in conjunction with the ODC Managers.
5.Manage and develop technical DR plans in conjunction with the ODC Managers, participating in scheduled agreed DR tests, to ensure the customer is positioned to enable speedy restoration of all Production and Development/Testing services.
Ensure all relevant staff are aware of their technical recovery responsibilities.
6.Manage root cause analysis and related service improvements
7.Manage, motivate and develop employees at all levels, in a manner that is consistent with the company's policies and procedures including, maximising the performance of the area.
8.Manage and develop processes across the team to ensure availability, capacity and integrity of service is maintained.
Ensure processes are consistent with the ITIL 'best practice' where possible. These need to be coordinated to ensure consistency across the globe.
9.Manage and develop relationships with suppliers (internal or external) to ensure delivery to SLA is maintained and cost effective , value for money services are received, and solutions are correctly implemented
10.Drive and deliver service improvements and operational efficiencies through the effective use of available resources.
This will include the performance of all parties involved in the delivery of the service from end-2-end.
CAPABILITIES
Flexibility & Change Orientation
People Management
Communicating & Influencing
Customer Orientation
Achievement & Drive
Developing Others
Judgement & Analysis
Process Management
ADDITIONAL REQUIREMENTS
Knowledge AreaWhat exactly is required?
1. Service Delivery and Service Management processes. Understanding of the ITIL Framework.Good knowledge, understanding and practical experience of service delivery and service management processes. Understanding of the ITIL Framework and how it is applied.
2. Application Appreciation .A high level understanding of how the applications support the business and the interdependency between applications.
3. Development LifecycleGeneral knowledge and awareness of the development lifecycle with particular regard to configuration and release management.
4. Technical
AppreciationA high level understanding of the tools used for Incident, Problem, Release and Configuration management.
Qualifications
5. Language SkillsITIL Service Manager; Prince 2 - desirable
French is a prerequisite, any other local language skills would be beneficial (Italian, Spanish, Portuguese).
Specific Experience
Previous experience of working as a senior service delivery role within a complex IT department.
Note: Please do share best time to call you
Please share your updated resume or call at or