AM - SD Capability & Projects

Job description

**Job Description** **Role** : Assistant Manager - Service Desk Capability **Location** : Pune **Who are we looking for?** Candidates who are domain SME's in Service Desk Field with expertise on Service Operations, Transition, Service Management, Data Analytics, Client Consulting, etc. This will be a client facing role so excellent communication skills are required. **Job Responsibilities** - Support Service Desk delivery teams to execute effectively by deploying standard operational framework - Develop new and revise existing service desk standards - Measure compliance to service desk standards - Participate in new deal pursuits by responding to RFI's and RFP's in coordination with sales or pre-sales team - Draft a service desk proposal including effort estimation, delivery platform, transformation charter and transition plan - Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support - Facilitate internal and external benchmarking exercises for key comparable metrics - Study industry best practices and trends to be ahead of the change - Build and conceptualize themes for the year to develop a practice leading to domain expertise - Support Service Desk delivery teams with action plans to problems, SIP's, Transformation journey and client consulting - Prepare presentation and runbooks/SOP's for different audiences like client stakeholders, sales & marketing team, delivery teams, etc. - Maintain and enhance Service Desk offering library - Execute or coordinate automation applicable to end user support - Build workflows in ITSM to reduce manual effort - Enable virtual assistants by building talents or designing voice and chat bots - Design self service portal for users to navigate conveniently and increase adoption - Create request catalogues and orchestration to auto fulfill service request - Participate in analyst briefing to present service desk capability - Design ITSM processes for operational efficiency - Identify gaps in Service Management and propose a solution **Experience** - More than 5 years in Service Desk operations - More than 2 years in Service Desk practice **Skills** Analytical skills Effective Business Communication SLA Management MS Office Decision making skills Solution and design Financial planning Business relationship Management Responding to RFP Knowledge and Proficiency Level **Technical Skills** Ticketing Tool - Advance MS Office - Advance Avaya Operating skills - Intermediate Avaya CMS Operations/Reports - Intermediate Nice Tool Operations - Beginner BP/IEX scheduling tool - Beginner Networking concepts - Intermediate Client Process Knowledge - Advance DMAIC - Advance Client Business Awareness - Intermediate Call Center Infrastructure - Advance Industry practices and trends - Intermediate Email etiquette - Advance Customer service skills - Advance KB Script development Skills - Advance Analytical skills - Advance Client Business relationship Management - Beginner SLA Management - Beginner Process Mapping/Engineering skills - Advance **Leadership & Behavioral Skills** Effective Business Communication - Advance Decision Making Skills - Advance Patience - Intermediate Managing Stress - Beginner Positive attitude to change - Intermediate Attitude to feedback/willing to learn - Intermediate Relating to Others - Intermediate Influencing Others - Intermediate Team Player - Intermediate Insight into the Customer's Mindset - Intermediate Solution Based Approach - Intermediate Follow Through - Intermediate Personal Credibility - Beginner Self-Development - Beginner Result Focus - Beginner Drive to Win - Beginner Establishing Focus - Intermediate Recognize Efforts - Intermediate Approachability - Intermediate Dealing with Fairness - Intermediate Fostering Teamwork - Intermediate **Domain Skills** Infrastructure Support - Service Desk - Advance **Process And Quality Skills** Information Security and compliance - Advance ITIL Expert - Advance GSD Standards - Advance Quality Management Systems - Advance Business Continuity Plan - Intermediate QMS - Advance ISMS concepts - Advance ISO concepts - Advance PMP - Advance **Qualification** - Any Graduate - ITIL Certification will be preferred