AM - SD Capability & Projects

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