Job Description & Requirements
Key Responsibilities
1. Service Delivery and Optimization
- Analyze service delivery metrics and identify areas for improvement.
- Implement strategies to enhance service delivery efficiency and customer satisfaction, for managed service capabilities.
- Utilize ServiceNow and other ITSM tools to manage service delivery and drive continuous improvement.
- Implement and manage service delivery based on ITIL framework best practices. Identify automation opportunities to improve efficiency.
- Ensure adherence to SLAs and manage service delivery performance.
- Analyse user needs and develop ServiceNow software solutions, applying principles and techniques of computer science, engineering, and mathematical analysis
- Make suggestions to update software and enhancing existing software capabilities
2. Financial Management and Budgeting
- Develop and manage budgets for service delivery, infrastructure, and cloud resources.
- Forecast expenses and ensure accurate financial reporting, including Telco-specific cost analysis.
- Optimize financial resource allocation, considering infrastructure and cloud cost efficiencies.
- Create and End-to-End tracking of purchase orders and ensure POs are aligned with budget and financial approvals.
- Reconcile payments with invoices and POs to ensure accuracy. Track invoices and ensure timely payment processing. Resolve payment discrepancies.
3. BAU Operations
- Communicate with stakeholders and resolve issues within agreed timelines and SLAs. Ensure support availability as per agreed SLAs.
- Generate comprehensive reports and dashboards on service delivery performance, financial metrics, and infrastructure/cloud utilization.
- Analyze data to identify trends and areas for improvement and provide financial analysis.
- Document and share the learnings for continuous improvements. Seek information and leverage knowledge from relevant stakeholders. Contribute to organizational knowledge preservation and drive efficiency.
4. Stakeholder Collaboration
- Collaborate with cross-functional teams to gather requirements and analyze scope for service delivery.
- Communicate effectively with stakeholders at all levels, providing service delivery and financial insights.
6. Continuous Improvement
- Focus on process tailoring and risk planning to proactively enhance project efficiency and quality.
- Drive continuous improvement through, knowledge sharing, and documenting lessons learned.
Certifications:
- Project Management Professional (PMP - mandatory).
- ITIL V4 Certification (mandatory).
- AWS, Azure, or Google Cloud Certifications (preferred).
Key Competencies
- Project Management: Strategic Planning, Project Scheduling, Resource Management, Budgeting & Financial Management, Agile Methodologies, Risk Management, Stakeholder Management and Cross-Functional Team management
- Service Delivery: ITIL Framework, SLA Management, Incident Management, Problem Management, Change Management, Request Fulfillment and Knowledge Management
- Technical Skills: MS Project, Jira, IT Infra understanding, ERP Systems
- Tools: ServiceNow, Power BI.
