Mcon - Technology and Engineering

3 months ago

Chennai, India People First Consultants Full time

Job Role: MconTechnology &Engineering

Reporting to theservice Excellence Manager the Service Oversight

Specialist plays a critical role in driving efficiencyproductivity and

continuous improvement withinthe IT Service Center and the broader

ITorganization.

This role ispivotal in identifying and implementing process

optimization and automation opportunities ensuring thatoperations

are streamlined and manual effortsare minimized. The Service

Oversight Specialistis responsible for identifying training and

upskilling needs ensuring that staff are wellequipped withthe latest

technologies and best practices.

The Service OversightSpecialist develops and maintains a

comprehensive efficiency and productivity roadmapcollaborates

closely with ApplicationManagement Services and delivery teams to

alignon strategic initiatives and holds these teams accountable for

delivering measurable outcomes. This role alsoprovides expert

advisory services to supportservices teams helping them operate in

acosteffective manner while maintaining high service quality.

Additionally the ServiceOversight Specialist identifies opportunities

to reinvest savings from efficiency gains into furtherautomation and

innovation thus fostering aculture of continuous improvement. By

monitoring and reporting on the effectiveness of theseinitiatives the

Specialist ensures that allefforts comply with organizational policies

andindustry standards ultimately enhancing the overall operational

excellence of the IT organization.

Key

Responsibilities

†

As the Service OversightSpecialist they will:

Continuous Process Optimization and Automation:

Identify opportunities and implement solutions forcontinuous

service improvement processoptimization and automation to

enhanceefficiency and reduce manual efforts across the IT

Service Center and delivery teams. Develop strategies to

streamline operations eliminate redundanciesand enhance

productivity. Ensure theseinitiatives are effectively integrated

into thedaily operations leading to sustained improvements

and cost savings.

Training andUpskilling: In collaboration with the IT

Transformation Office and Emerging Technologies &

Enterprise Architecture teams identify trainingand upskilling

needs for staff to ensure theyare updated with the latest

technologies bestpractices and industry trends. Foster a

cultureof continuous learning and development to enhance

team capabilities and performance.

Efficiency and Productivity Roadmap: Develop and

maintain a yearonyear efficiency and productivity roadmap

outlining key initiatives and milestones toachieve desired

savings impact and outcomes.Monitor progress against this

roadmap and makenecessary adjustments to ensure targets

aremet.

Alignment with AMS and Delivery Teams:Collaborate

closely with ApplicationMaintenance and Support (AMS) and

deliveryteams to ensure alignment on efficiency and

productivity roadmaps. Hold these teams accountable and

help them delivering the necessary efficienciessavings and

productivity gains.

Advisory Services to SupportServices Team: Provide

expert advisory servicesto the support services team

enabling them tooperate in the most costeffective manner.

Support the team in maintaining a lean and rationalized

structure while ensuring high service qualityand operational

efficiency.

Reinvestment Opportunities: Identify opportunities to

reinvest savings from efficiencies gained intoautomation and

innovation streams. Propose andimplement projects that

leverage these savingsto further enhance IT capabilities and

servicedelivery.

Collaboration with Stakeholders:under the guidance of the

Service Excellencemanager engage with key stakeholders

includingIT leadership business units and external partners

to align on strategic objectives and ensure the successful

implementation of optimization initiatives.Maintain open lines

of communication to gatherfeedback and drive continuous

improvement.

Monitoring and Reporting: Establish metricsand KPIs to

monitor the effectiveness ofoptimization and automation

initiatives.Regularly report on progress outcomes and areas

for improvement to the Service Excellence Manager senior

management and other relevant stakeholders.

Compliance and Best Practices: Ensure alloptimization and

automation efforts comply withorganizational policies

Page 2 of 4

industry standards andbest practices. Advocate for and

implementimprovements that enhance security data integrity

and overall operational excellence.

Subject to change by the Executive Director at any time attheir sole

discretion.

Key Metrics ‡

Efficiency Improvement:Percentage reduction in manual

processes andtasks. Number of process automation

initiativesimplemented.

Productivity Gains: Increase inproductivity metrics across

teams within the ITService Center with an initial focus on

AMSservices. Amount of time saved through process

optimizations and automation.

CostSavings: Total cost savings achieved through efficiency

and productivity improvements as per the IT Service Center

Business Case proposal. Reinvestment rate ofsavings into

automation and innovationprojects.

Training and Upskilling: Number ofSolution Delivery staff

trained and upskilledin the latest technologies and best

practicesto drive efficiencies and productivity gains.

Continuous Improvement: Number of continuous

improvement initiatives identified and implemented.

Measurable impact of continuous improvementinitiatives on

operational performance.

Advisory Effectiveness:Success rate of advisory

recommendationsimplemented by support services teams.

Improvement in operational metrics of support servicesteams

following advisory interventions.

Compliance and Standards: Adherence toorganizational

policies and industry standardsin all improvement initiatives.

Frequency andseverity of compliance issues reported.

Stakeholder Satisfaction: Satisfaction levels of internal

stakeholders with the services and supportprovided. Number

of positive feedback instancesfrom business and IT partners.

Innovation andAutomation: Number of innovative solutions

andautomation projects initiated and completed. Impact of

new innovations on the overall efficiency andeffectiveness of

IT operations.

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