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IT Service Delivery Lead

3 months ago

gurugram, India AECOM Full time
Job Description

AECOM seeks an IT Service Delivery Specialist Lead to join our Corporate IT team. The IT Service Delivery Specialist will ensure our customers’ needs and expectations are properly understood. This role reports to the Europe MEA IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a ‘trusted’ partner to the AECOM business. This position offers a hybrid work schedule with flexibility to work remotely and out of our office in Gurgaon, India.

 

 Tasks and Responsibilities:

  • Provide day-to-day operational oversight of the IT Service Desks
  • Manage escalations within the region.
  • Work closely with AECOM’s managed service provider to ensure a high level of service is being provided and ensure:
  • Current processes are being followed.
  • The quality of the services being provided is to a high standard
  • Proper recording, documentation, and closure of tickets.
  • Optimal functionality of the AECOM ServiceNow tool is set up for the IT Service Desk.
  • Manage and optimise the AECOM Bomgar remote support tool
  • Identify opportunities for improving
  • End-user experience.
  • Shifting work to the helpdesk
  • Identifying opportunities for automation/self-service
  • Process enhancements
  • Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
  • Document and communicate processes, procedures, and standards.
  • Ensure knowledge articles, training and how-to documents are created.
  • Track ticket data and update the IT teams, ensuring the IT Service Desk is represented.
  • Collaborate and contribute to the broader IT goals.
  • Help train IT staff on IT processes and tools.
  • Provide on-call support as part of the Major Incident Management process.

 


Qualifications

Minimum Requirements

  • Min Graduate degree in IT (B-Tech, BCA etc.) with 5+ years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency.
  • In-depth knowledge of the ITSM process.
  • A passion for Service Improvement
  • Exceptional customer-facing skills
  • Demonstrated ability to identify, measure, and adapt key performance indicators to identify opportunities for continuous operational and strategic improvement.
  • Experience dealing with complex IT operational issues and coordinating cross-functional teams for root cause analysis and resolution.
  • Experience working with internal IT delivery teams and external IT service providers.
  • Understanding of technologies and infrastructure
  • Experience with reporting and reporting tools.
  • Ability to manage multiple conflicting priorities and deadlines.
  • Strong organisational skills
  • Willingness to support and mentor junior staff.

 

Preferred Qualifications

 

  • Experience working in an engineering/infrastructure consulting environment.
  • Experience working in a cross-border role. 
  • Experience working with engineering/infrastructure applications.
  • Degree in IT, engineering, business, or demonstrated equivalency of experience.
  • Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies.

Additional Information

About AECOM

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

 

Freedom to Grow in a World of Opportunity 

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.