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Service Management

Job Location: Noida

Job Number: 3044


- Job description

Job Summary:

• Supports an account to deliver one or more of the following Field Ops scope of services: change control, issue/problem management, governance, satisfaction surveys, reporting, and service definition framework.

• Liaises with Service Management Process Owners for Capability, Governance, Change, Issues, Satisfaction Surveys and Reporting

• Liaises with Internal Controls and Compliance Team as required

Key Responsibilities:

• Collaborates with Center of Excellence team members on reporting, change, and satisfaction survey capabilities

• Supports continuous improvement and organization development activities

• Participates in ad hoc area or global projects as required

• Responsible for delivering one for more of the following to one or more accounts:

Reporting Capability:

• Collect performance data from service delivery, etc.

• Produce first draft of client facing reports

• Perform metric gap & trending analysis

• Produce final drafts for operational reports & business reports

Change Capability:

• Change Form Management

• Facilitate Impact Assessment

• Submit for Approval

• Verification

• Tracking

• Communication

• Reporting

Satisfaction Survey capability:

• Validate input

• Rollout survey

• Send reminders

• Close/consolidate results

• Preliminary analysis

Knowledge/Skills Requirements:


• Effective communication and organization skills

• Polished, professional presence

• Experience in Service Management processes and reporting on SLA metrics

• Demonstrated ability to achieve customer satisfaction through a managed service framework

• Facilitation skills

• Virtual teaming experience

• Adaptabi
Bachelor’s degree (or geography equivalent)– Business or technology preferred Accountability/Scope: • Accountable for the completion of standard and non-standard tasks within the scope of the function. • Selects the most appropriate procedures from a given set of solutions/procedures. • Able to recognize and act on non-standard situations and adapt work to business goals. • Escalates issues and seeks advice when faced with complex issues/problems. • May have regular interaction with users around first line queries/requests for information. • Subject to general supervision of progress against results. • Applies procedures to ensure accuracy of output and adopts continuous improvement approach. People/Knowledge: • May coordinate the work of a small team in areas of high volume transaction processing. • Required to share knowledge and experience with others. • Required to assist less experienced or temporary staff. • Working knowledge of one functional area. • Sufficient understanding of a range of standard processes/individual complex procedures to enable application of existing practices and minor modification where approved. Work Requirements: • Minimal to no travel • Flexible hours to accommodate global meeting times

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