Service Design Manager

2 weeks ago

Bengaluru, Karnataka, India Global Pharma Tek Full time
Key Responsibilities Ensures early engagement with project teams, so that they understand and plan for what is required to transition the service into the live environment Manages the assessment of the potential impact of a new or changed service into the live service environment and the communication of the risks and issues to support team Undertake service design activities for projects with an impact to the service organisation, support team capabilities, structures, or capacity Apply industry best practice and experience to develop and tailor the service design and transition activities on per project basis Accountable for the production of Service Models, SLAs, Warranty, Service Definition and cost models. Support the creation of RFP responses and quotations for the service design and transition activities and ongoing operational support. Develop and manage service transition plans and status updates for the activities and deliverables required Responsible for the co-ordination of transition activities internal technical resource, rd party suppliers, account team members and client stakeholders Develop appropriate service and support models for the level of change planned and budgeted for within agreed delivery schedule Provide Single Point of Contact to the project for delivering service transition activities and adhere to relevant escalation process Define appropriate level of service acceptance criteria and maintain responsibility for ensuring criteria is met before Go Live Deliver Service Transition activities within time and budget constraints, meeting the required level of quality and other key performance indicators Review the outcomes of the Service Transition Project to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction Knowledge, Expertise and Qualifications Demonstrable work experience in an IT service management \delivery organization Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of new \ changing services and application development Experience in managing deliverables via rd party vendors in a high profile and/or technically innovative enterprise solution Practical knowledge and application of ITIL service management processes Experience of working in outsourced service provision Customer focused with a passion and drive for customer satisfaction and delivering business value Ability to communicate in a clear and concise manner to all levels Comfortable to challenge and be challenged and manage conflict Commercial focus and awareness Desirable qualification in ITL v or ITIL foundation Actual skill
• Demonstrable work experience in an IT service management \delivery organization

• Experience of project delivery in all aspects of the Transition Lifecycle Management for the introduction of new \ changing services and application development

• Experience in managing deliverables via rd party vendors in a high profile and/or technically innovative enterprise solution

• Practical knowledge and application of ITIL service management processes

• Experience of working in outsourced service provision

• Customer focused with a passion and drive for customer satisfaction and delivering business value

• Ability to communicate in a clear and concise manner to all levels

• Comfortable to challenge and be challenged and manage conflict

• Commercial focus and awareness

• Must have Skills : All the above Nice to have Skills : Desirable qualification in ITL v or ITIL foundation Total Experience : + years Relevant experience: + years

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