Service Desk Lead

1 week ago

Mumbai, India Wipro Full time

Hi Linkies,


We are hiring for Service Desk EUC L3 role-


Work Location: Mumbai

Experience-4.7 Years to 6 Years

Notice Period-15 days-45 days


The position serves the following purpose


To ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management

Able to perform service metrics tracking, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.


Oversee and manage service delivery by meeting all contractual/ SLA commitments

Contract compliance & adherence

Ensure all SLA parameters are met in the account

Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines

Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project

Ensure that the project performance parameters stay green for all accounts

Monitor and review delivery dashboards/ MIS across accounts to track progress, forecast performance and identify potential red flags

Participate and share account performance across operational, quality and fulfilment parameters with internal/external stakeholders & senior leadership

Technical and/or Operational Issue Resolution

Manage and resolve complex project escalations, potential risks or early warning signs on project delivery.

Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis

Acts as point of escalation for issues not resolvable by the service lines.

Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems

Resource Allocation & Retention

Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery

Review and monitor resource planning and fulfilment in line with account requirements.

Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis.

Ensure Process Excellence

Plan training batches to backfill client deliveries during crucial periods

Ensure retention by offering relevant trainings and certifications of all allocated resources

Partner with the assigned black belt for the account on regular basis to get feedback on account performance

Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins

Present the business case for such initiatives to the clients to get their buy-in if required

Delivery governance across the accounts/projects

Drive and implement structured cadence around quality, both process and transactional.

Conduct periodic meetings with clients and delivery teams –daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.


Interested Candidates Drop the Cv amruta.pawar@wipro.com along with the below details-


Overall Exp-

Relevant Exp in Service Desk EUC-

CCTC-

ECTC-

Holding Any Offer-

Notice Period-

Current Organization-Contract/Fulltime

Payroll Of Current Organization-

Highest Qualification-

15 Years Full Time Education- Y/N

Ex-Wiproite- Y/N

Current location-

Preferred location-

Education gap Or Employment Gap-

6 days WFO-

Rotational Shifts-Y/N

Updated CV

Recent Profile Pic in JPG format-


Thanks,

Amrutha

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