Description
Required Technical Skills: Service Management(Senior Project Manager): EUR Per dayMust to Have:
· 10+ years of experience in customer facing roles.
· Working knowledge of EUC operations including Remote support and Deskside support. Know how on ITIL Framework and ITIL Certification would be recommended
· Experience in Stakeholder management, Partner management
· Proven Customer Service skills
Responsibilities:
· Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround. Point of Contact for IT Teams and Vendors at across geographies.
· Point of Contact for future Infrastructure Enhancement and requirement gathering. Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
· Manage IT Service Delivery at onshore Locations, Coordinate with Offshore IT Team for coherence with Business requirements.
· Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team. Work with PMO on short/long term IT Project implementations
· Work with Delivery SPOCs and client Business users on IT requirements
· Coordination with 3rd party vendor / contractors ?on IT System upgrade/break fix /new installations. Vendor Contract and License Management
· Implement Service improvement and Transformation initiatives