Company:Randstad India Limited
Location:Chandigarh
Experience : 20 - 25 yrs
Key Skills : Country Head - Service Division - Chandigarh Project Manager Business Transformation projects application development Business Process Management
Job Description
JOB DESCRIPTION
Job Title: Country Head - Service Division
Department: Service and SupportReports to:Chief Technology Officer (CTO)
GENERAL SUMMARY:
The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
Essential Duties and Responsibilities:
Manage the remote service teams daily activities
Must Have more than 20 Years of Experience for Heading Country Head - Service Division.
Function as the customers single point-of-contact for problem identification and resolution for issues that have been escalated by the team
Manage the dispatch process (Connectwise calendar) of service requests to ensure effective ticket prioritization and full utilization of technical resources
Improve usage of IT Support resources and increase productivity of the team
Communicate with all parties in a constructive manner to guarantee customer expectations are met
Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
Perform customer follow-up to verify final resolution and determine satisfaction level
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
Understand overall service desk objectives, as well as the role and function of each team member
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
Assist the remote service team in design and development tasks
Mentor remote service team during technical escalations
Drive problem investigations and resolution as required
Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully
Design and maintain process documentation for the remote service team
Manage the process of implementing change efficiently and effectively
Manage PTM, Live Service and Escalation Team
Additional Duties and Responsibilities:
Identify areas for improvement and make constructive suggestions for change
Continually seek opportunities to increase customer satisfaction and deepen customer relationships
Escalate remote service desk issues to the CTO as required
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
Develop in-depth knowledge of the service catalog and how it relates to customers needs
Involvement in the design and building of new services
Conduct performance evaluations and mentor those with less experience
Develop training programs to develop and refine the skills of the remote service desk team
Facilitate regular remote service team meetings and service board reviews
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in ConnectWise as it occurs
Review and approve the remote service teams time and expenses sheets in ConnectWise
Enter all work as activities, service tickets, or project tickets into ConnectWise
Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
Knowledge and experience in cross-functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Strong organizational, presentation, and customer service skills
Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
Skill in planning and preparing written communications
Skill in leading people and getting results with a strong customer orientation
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Ability to multi-task and adapt to changes quickly
Ability to work in a team and communicate effectively
Service awareness of all organizations key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment
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