Beschreibung
Role Summary:The Service Manager will have to fill the role for a multitude of small projects (20+) for a couple of end clients of Sapient.
Main duties and responsibilities:
Responsibilities:
• The service manager needs to function as a relationship manager and introduce a service attitude
• Support the business with the best customer services while improving internal operations so that they are cost-effective and efficient
• Provide post-implementation review (PIR) details about associated incidents, problems, and errors; through reviews with the business continuously improve service support and delivery mechanisms
• Seek and maintain constant contact with the service customer
• Ensure that the business, customers, and IT understand their service responsibilities and commitments
• Continuously improve the process of service management
• Assist service-level management (SLM) to ensure that existing services meet their service targets, planned new services meet their time-scales, and targets are realistic and achieved
• Develop and maintain a “wish list” of all outstanding service improvements and enhancements
Requirements:
• Ability to work with the business service representative or owner of the business process
• Enough knowledge to discuss, define, and select the appropriate "business-level requirements" for either an existing service or a new one
• Ability to articulate and document business requirements to drive architectural selection and SLA (and OLA) creation
• Ability to understand the business service and set goals, priorities, metrics, and continuously improve the service throughout its life cycle
• Business relationship management skills
• Ability to work with the business groups and business process owners
• Time spent managing a team
• Experience with cultural differences and change
• Bachelor’s degree, not necessarily in business technology