Service Management - Process & Operations

☞ NECSWS

View: 101

Update day: 28-05-2024

Location: Thane Maharashtra

Category: Executive management

Industry: IT Services IT Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

Role Summary:

The individual will be responsible to support the set up the service management framework and support the same in the NEC Global Shared Service Centre (GSSC) for all country units. The role, under the guidance of SM Lead) will focus on ensuring implementation of defined service management guideline and improvement initiatives are undertaken in each functional tower



Essential:

  • Strong attention to detail, meticulous ,organised and results orientated

  • Excellent verbal and written communication skills

  • Experience in Process Improvement, project management and process re-engineering

  • Possesses basic statistical knowledge and the ability to apply statistics to process improvement projects.

  • Team/people management skill



Overall Project/Task description

  • Create/Collate the monthly report to the GSSC management team

  • Make any suggestions and undertake initiatives, including continuous improvement themes, based on the analysis in the monthly report

  • Monitor the SLA/KPIs measurement & provide insight to SM Lead

  • Support the whole service management framework and the disciplined approach as a management program that start from SLA/KPI measurement analysis or incident analysis or other related analysis to promote the improvement projects.

  • Uphold and reinforce the service management framework

  • Facilitate design of SLA/KPIs and other service management components; SLA/KPI management, Productivity management, document management, change management, incident management, issue management, improvement management, inquiry management

  • Enforce rules for the monitoring effort

  • Review the service management framework and the definitions

  • Provide insight to SM Lead and GSSC into the functioning of various towers, help pre-empt issues



Qualifications

Education:

MBA, or Bachelor’s Degree (preferred in Management or Science)

Additional Information

Experience (years):

Minimum 6-8 yrs

Relevant Experience:

Greater than 4 years of hands-on experience as a manager/co-ordinator within a multifunctional team

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Deadline: 12-07-2024

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