Mazars - IT Service Delivery Manager

2 weeks ago

Pune, India Manager Full time

Business Services Team Overview

Our Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Forvis Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing business.

Job Purpose:

- The Business Technology Group, with the assistance of a number of key third party suppliers, supports approximately 3600 users across offices predominantly in the UK/ India but with exposure to some global offices also.

- The Service Delivery person work onsite and working closely customers face to face and over team's calls/emails. Working external Service Desk and the internal Operations, Applications and Front of House teams, liaising between them to facilitate the delivery of customer focused support solutions working to a shift pattern covering.

- As a Service Delivery person, you will be at the forefront of revolutionizing our service function.

- If you are an ambitious technician looking to develop their skills, attracted by being part of an innovative supportive team in a great location delivering mission critical service for an exciting firm, then this role would suit you.

Job Role:

- Proactive Incident Management: You will take charge of all Incidents and Service Requests, working closely with third-party teams, and pushing the boundaries to resolve issues swiftly.

- Digital Transformation: Embrace the power of automation and digital capabilities to enhance our services, making them more efficient and accessible to our clients.

- Collaboration: You'll be a bridge between external Service Desk and internal teams, ensuring seamless communication and delivering customer-focused solutions.

- Continuous Improvement: Your role involves identifying opportunities for enhancement, championing ITIL-based standards, and recommending improvements to our processes.

- Knowledge Exchange: Facilitate the exchange of knowledge between onsite teams and the Service Desk, fostering a culture of learning and growth.

- Asset Management: Take ownership of asset management, ensuring our kit levels are always optimized for peak performance.

- Customer Engagement: Go beyond traditional support and partner with clients to educate them on maximizing their technology and collaboration resources.

- Innovation: Be part of exciting project-related activities, contributing your expertise to shape the future of our services.

- Empowerment: Lead new joiner orientation sessions and organize ad hoc drop-in sessions to empower our users to harness technology's full potential.

Person Specification :

- ITIL Expertise: You're well-versed in ITIL V3/V4 principles, providing a strong foundation for our service evolution.

- Customer-Centric: Your commitment to exceptional customer service sets you apart, driving you to exceed expectations.

- Corporate Experience: Previous experience in a corporate technical customer-facing role is essential.

- Team Player: While you can work independently, you're also a team player who sets high standards and leads by example.

- Problem-Solver: You excel under pressure, prioritize effectively, and escalate issues when necessary.

- Change Advocate: You embrace change and actively contribute to change projects within the team.

- Continuous Learner: Your hunger for knowledge drives you to seek self-improvement through self-study and training.

- Ethical Stance: You uphold integrity and ethical values, using tact and flexibility to express your views when needed.

- Technical Proficiency: Your technical competences include supporting workplace hardware, Microsoft Office 365, Azure AD, Citrix solutions, and more. Nexthink experience is a plus.

- Documentation Skills: Your ability to create and review workplace knowledge base documentation is solid.

- Overlooking IT compliance is being followed.

- IT asset management & Networking

Technical competences:

- Experience supporting workplace hardware, e.g., Laptops, Desktops, Printers Scanners, Conference Phones, VC units, Telephony handsets, Mobile phones, etc.

- Experience supporting Microsoft Office 365, Azure AD including Exchange, Microsoft Teams, OneDrive, SharePoint, MS PowerApps, Citrix solutions.

- Experience supporting cloud solutions Azure or similar platforms - AWS, Google etc.

- Experience using ITSM tools, specifically Service Now

- VMware ESX and VMware Horizon

- Windows 10

- Active Directory Domain Services including Group Policy and Certificate Services

- Nexthink experience would be very advantageous

- Working knowledge of data infrastructure and data security

- End user computing and virtual desktop infrastructure.

- Creating and reviewing Workplace knowledge base documentation.

(ref:iimjobs.com)

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