Service Improvement Manager
NTT DATA Services
Casablanca, CAS, MA
il y a 5j

Role Responsibilities

  • Service Improvement Manager role in individual contributor capacity to support Technical Service Desk service area in a focused / dedicated or leveraged capacity
  • Work closely with Tools / Technology / platform team / owner implementing / deploying the transformation / automation solutions in a project manager capacity to ensure solutions deployed are per defined timelines to support transformation activities planned for any volume reduction and efficiency improvements
  • Work closely with Internal and external stakeholders including Account delivery & Client to discuss / review / present Service improvement actions, RAILS and review progress.
  • Drive performance management and governance across all Service Delivery Measures (KPIs, SLAs, Internal metrics etc) on a daily, weekly or monthly basis including reviews with Operations, Account Delivery and Client.
  • Responsibility and ownership for Account-specific expertise and SME knowledge
  • Documents and reviews trends over a period to identify any consistent patterns and observations .
  • Key Skills :

  • Excellent communication and stakeholder (internal & external) management skills.
  • Strong presentation skills and hands on with MS PowerPoint and virtual collaboration tools.
  • Strong Project Management skills
  • ITIL v3 / ITIL4 foundational knowledge.
  • Hands on experience working on ITSM’s like Remedy or ServiceNow including ability to run reports, perform ticket analytics or ticket level dashboards for ITSM related SLA / KPIs.
  • Good knowledge and hands on experience with MS Excel, Data analytics tools, any BI tools and solutions like Power BI, Power Query etc
  • Thorough understanding of standard Service Desk SLAs and KPIs including their calculations and data sources, reports etc including both Telecom and ITSM related metrics.
  • Good understanding and working knowledge of solution / staffing design documents like SD calculator, Cost model, erlang-c or any WFM related tools.
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