DesignationDEPUTY GENERAL MANAGERNo. of Positions1Experience7-12 YearsSkill (Primary)PMO-Program Management-Program ManagementQualificationB-TechJob Description (Posting).Job Title:Sr. Service Excellence Manager Job Category:Service ExcellenceDepartment/Group:Customer Experience Expertise Best Practices and StandardizationLocation Dependent on RequirementsHIGH LEVEL DESCRIPTION:The Sr. Service Excellence Manager role acts as a leader, portfolio manager, resource manager, consultant, and advisor for identifying opportunities to improve services and operational excellence. This role also drives improvements in collaboration with the operational delivery teams to improve our service level attainment and other supporting measures of success. This role generally has reporting manager responsibilities. The Sr. Service Excellence Manager acts as a leader / implementor where assessments, analysis, improvements, and implementation planning are critical to the function. ROLE AND RESPONSIBILITIESThis role is required to: Lead a team of Service Excellence Managers, servicing a portfolio of accounts. Direct execution of Service Improvement Programs involving interactions with Executives, delivery partners, customers and internal resources to triage escalations and deliver service recoveries. Drive Continual Service Improvement Programs Use data, assessments, tools and best practices to reduce service disruptions, improve the customer experience and reduce cost. Plan and conduct Customer Experience / Technology Roadmap Workshops to expand adoption of our tools and services. Develop consultative and trusted advisor relationships with our customers and partners. Establish & Implement Industry Best Practices. Evaluate and publish best practices, case studies, white papers and success stories to expand services and build customer references and referrals. Guide Performance Benchmarking (Account, Operations and Resources) for outcome driven efforts Identify training and development opportunities for staff and delivery partners. Assist in solutioning, reviewing, and structuring of new business offerings.QUALIFICATIONS AND EDUCATION REQUIREMENTS Must have excellent written and verbal conversation skills in English 12+ Years of proven experience in IT Infrastructure, Project Management, Operations or Service Delivery 5 + Years leading teams, including mid-level managers Bachelor s degree (in Computer Science, Engineering or any equivalent), Or MBA Experience leading / directing Operations, Service Delivery, Service Desk, Customer Support, End User Services, Field Services, or related Technology TeamsAdditional desirable experience / certifications are: Certification or working knowledge of Project Management Methodologies such as PMP, Agile Scrum Master, Prince2, CAPM Experience delivering End User Technology Transition and Transformation Projects Experience developing and implementing solutions to complex problems. ITIL v3 or Above (1.) Resource competency monitoring and performance management (service line view) (2.) To develop the standard models and frameworksorinitiatives (3.) To lead service improvement projects (4.) To proactively monitor account status as per Gold Standard
