Looking for a Consultant / Manager requiring strong IT service delivery mind set with high knowledge on the service desk operations and functionalities, with knowledge of the processes, software & hardware systems being supported. Oversee timely delivery of quality support service to clients.

Ideal candidate should have a strong operational background adhering to strict service management processes like Incident, Problem, Change Management, Service Level management etc. 

Key Responsibilities:

• To ensure quality of support is achieved for Workstations management
• To be responsible for project monitoring at the perimeter positions Job
• To manage all service desk activities delivered by partners or service providers
• To work closely with internal infrastructure and functional areas to ensure KPIs meet the agreed SLAs 
• To manage identified risks and issues
• To plan ahead on the service desk roadmap / effort forecast
• To conduct periodic Operational reviews with vendor
• To be responsible for periodic reporting & service improvement plans

Required Skills and Experience:

• At least 7-10 years experience as a Service Delivery Manager managing large client accounts 
• Experienced in IT Service Desk Management
• Strong skills in Client Engagement and Issue Management
• Experience facilitating workshops and focus groups
• High level competence in preparing service dashboards and executive reports