Beschreibung
For our Client we are looking for a Senior Manager/ Consultant (m/w/d).Responsibilities
• Work as solution consultant and transition manager for Service Desk transition and transformation outsourcing service pursuits and engagements
• Building customized and detailed transition & transformation solutions, ramp-up of the Service Desk deliveries
• Support the sales team for solution proposals, validations and defense during bid cycles
• Plan and conduct due diligence at offshore/client locations to validate assumptions and refine the transition solution and contractual clauses/requirements as applicable.
• Own and execute the end-to-end Service Desk transition through all the phases of the transitions namely; initiation, planning, knowledge build, ramp-up, cut-over and stabilization.
• Lead the project resources ( SME and transition leads) in a highly matrixed organization.
• Project management of medium to large scale service Desk transitions and green field implementations
• Work on Service Improvements and Crisis situations in the BAU projects on Go-To-Green initiatives
• Work on tools and automation initiatives as part of the Service Desk CoE
Anforderungen
Skill Requirements
• Understanding and hands on experience of managed services solutioning in the area of Service Desk transitions and transformations
• Understanding of customer requirements and outsourcing objectives and evaluate the constraints which might impact the transition solution
• Extensive hands on experience in managing medium to large Service Desk as Operations Manager
• Extensive working experience in leading and managing the Service Desk transitions through all the following phases namely: planning, execution of knowledge transfer, cut-over and stabilization and handover of operations to BAU.
• Ability to be able to coordinate and direct all resource based efforts to achieve collective goals by motivating project resources and leads.
• Ability to run Service Improvements and Go-To-Green projects to implement industry best practices for quick turnaround of the situation.
• Collaborate with sales team/Business Acquisition Group to craft a robust and comprehensive transition solution
• Client Relationship Management experience to be the interface until the closure of the transition
• Strong project management and project planning skills
• Provide leadership and oversight to highly matrixed teams
• Be responsible for all aspects of Service Desk transition execution from project initiation through closure
• Identify and manage dependencies and impacts among programs across the service transition
• Work with vendors, business and subject matter experts from other technical tracks on need basis.
• Hands-on with Project Planning, Issues and Risk Management and Project Quality Assurance
Experience
• Should have minimum 10 – 12 year relevant industry experience
• Should have worked as a Service Desk operations Manager at least for 3 years
• Should have handled and lead minimum 3 transitions and transformations independently
Certification Requirements
• ITIL V3 Foundation
• HDI - preferred
• Six Sigma Green Belt - preferred
• Prince OR PMP - preferred
Education Requirement
• Graduation with minimum 3 year full time course
Terms and Conditions
• Willing to work in timelines across Europe and Asia
• Flexible to travel frequently domestically and internationally on business trips.
Duration: 5 Month- 1 Year
Remote: yes
Extension option: yes