Project Program Mgmt. Senior Specialist

Role ResponsibilitiesThis role is for a Service Improvement Manager (project program management) in an individual contributor capacity to support the Technical Service Desk ( L1 or L1.5 Service Desk) service area in a focused/dedicated or leveraged capacity. This role interfaces with multiple stakeholders like SD operations/delivery, Account Management, Cross functional teams like Field services/ DEX, Automation/transformation teams and Client.

Key Responsibilities, knowledge, skills & qualifications

• Strong knowledge and experience of Service Desk function with thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources, reports etc including Telecom and ITSM related metrics etc.
• Owner to identify and execute Service Improvement plans/projects including process improvements, quality, cost, volume reduction, SLA Mitigation, efficiency improvements etc
• Owner for Project Management of all on-going improvement initiatives including control and report actions on sustaining initiatives
• Ability to identify/drive transformation initiatives/projects including efficiency improvements, cost & resource optimizations, volume reduction opportunities etc that may also involve tools and technology dependencies to drive improvements
• Foundational knowledge of common end user digital transformation/innovation/automation/next
• gen solutions related to RPA, Chat Bots, Password manager, CTI including, password reset self help/self service solutions etc.
• Work closely with Tools/Technology/platform team/owner implementing/deploying the transformation/automation solutions in a project manager capacity to ensure solutions deployed are per defined timelines to support transformation activities planned for any volume reduction and efficiency improvements
• Good understanding and working knowledge of SD solution/staffing models like SD calculator, Cost model, staffing/scheduling tools like erlang c or any WFM related tools.
• Knowledge & experience driving service improvement projects related to quality like CSAT, First Call resolution, shift left from Level 2 to Level 1 or L2 to L1.5 remote resolution desk, L1 to L0 via self help/self service,
• Work closely with Internal and external stakeholders including Account delivery & Client to discuss/review/present Service improvement actions, RAILS and review progress.
• Drive performance management and governance across all Service Delivery Measures (KPIs, SLAs, Internal metrics etc) on a daily, weekly or monthly basis including reviews with Operations, Client Delivery Management and Client.
• Excellent problem solving skills including opportunity identification, RCA, data analytics, improvement ideas and best practice sharing etc
• Documents and reviews historical data trends over a period to identify any consistent patterns and observations to drive remediation actions and improvement initiatives.
• Being the SME on the account, manage internal Service Desk changes including cost model/solution design document to ensuring right staffing and recovery for the change.
• Collates all data into a concise and comprehensive report on service performance, as measured against agreed business targets & goals
• Analyse the Service Level performance compared to SLA's and provide remediation support when needed and drive optimization and efficiencies. Participate in go green action plans and SIPs
• Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control processes
• Strong commercial skills and experience to be able to develop and challenge costs and benefits in business cases
• Foster teamwork, work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
• Interlock with cross functional teams to drive actions to address complex problem resolution to optimize service delivery.
• Apply statistical process control methods to measure the baseline and improve process performance
• Implementation of industry standard practices to support any ongoing or new Service Improvement initiatives/projects/programs.
• Excellent communication and stakeholder (internal & external) management skills.
• Strong presentation skills and hands on with MS PowerPoint and virtual collaboration tools.
• Comprehensive and strong skills in project management. Relevant working knowledge and certifications as applicable
• ITIL v3/ITIL4 foundational knowledge including knowledge and awareness of Continual Service Improvement
• Ability to take decisions, assess situations to determine the importance, urgency and risks and make clear decisions which are timely and in the best interest of the organization
• Hands on experience working on ITSMs like Remedy or ServiceNow including ability to run reports, perform ticket analytics or ticket level dashboards for ITSM related SLA/KPIs. Provide guidance on ITSM processes and drive process optimizations
• Good knowledge and hands on experience with MS Excel, Data analytics tools and logic, any BI tools and solutions like Power BI, Power Query etc