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Project Manager (Service Delivery/Operation Manager)
Eingestellt von Gazelle Global Consulting
Gesuchte Skills: Support, Sales
Projektbeschreibung
SERVICE DELIVERY MANAGEMENT:
- Communication to the Project Team about the importance of meeting customer requirements including the statutory and regulatory requirements.
- Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
- Periodically reports progress and performance and other parameters of accounts in scope to Group Lead (IT Operation Head) via the Balanced Score Card and Weekly Status Reports as per the schedule or as and when requested.
- Plan for business unit strategies and come up with strategic solutions for successful implementation of project initiatives.
- Manages day-to-day operational aspects of a project and scope.
- Reviews deliverables prepared by team before passing to client or offshore team as and when required.
- Ensure customer satisfaction with respect to delivery.
- Define and implement the processes and procedures required for enhancing the quality of deliverables and increasing customer satisfaction.
- Participate in business development activity by assisting with scoping potential engagements within and outside of the account in scope.
- Meeting internal quality guidelines and standards.
- Cooperation with internal support groups (HR, Admin, Finance, IS, Quality, Pre-Sales).
- Identify and implement standard processes and procedures for work initiation, project definition, management reporting and project closure.
- Review and recommend changes to process.
- Coordinate with stakeholders on service delivery related issues and communicate in time on progress, delays and risks.
- Ensure that standard methodologies and processes are being followed.
- Manage environment for 100% availability or as described in Business Continuity Plan.
- Manage uptime of Service Desk and other towers as applicable.
- Ensure network and voice related equipments are functioning properly.
- Ensure work environment is conducive for operation.
SERVICE LEVEL MANAGEMENT:
- Analyze and track SLA compliance and identify corrective steps appropriately.
- Review expectations from customer and manage service level.
- Monitor overall service level across various towers and report it to management and customer.
- Plan for any additional resources to meet or exceed the service level.
- Initiate process improvement activities for service level improvements.
- Plan for any additional resources to meet or exceed the service level.
- Initiate process improvement activities for service level improvements.
KNOWLEDGE MANAGEMENT:
- Share lessons learnt and best practices with other accounts.
- Ensure that appropriate knowledge base is created, being used and updated frequently.
- Define roles and responsibilities clearly for capturing and sharing of knowledge.
- Gain understanding of latest technologies.
- Understand performance issues and carry out capacity planning.
- Recommend upgrades to customer, if necessary.
PEOPLE AND PERFORMANCE MANAGEMENT:
- Identify and assign appropriate roles to team members.
- Support and provide guidance to team to achieve personal, team-based and professional goals.
- Monitor gaps in one's own required competencies and enrol for relevant learning to bridge gaps in competencies.
- Manage the performance of the team and identify opportunities for performance and productivity improvement.
- Set reasonable, challenging and clear performance goals for direct reports, monitor performance and provide appropriate feedback.
- Plan for any additional resources if required.
- Facilitate communication and team building activities within the team.
- Review shift reports and validate activities carried out in shift.
Projektdetails
- Einsatzort:
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Projektbeginn:
asap
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Projektdauer:
5months +
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Marketing/Vertrieb, Sonstiges