Workplace Manager

Job Description:

• Ability to manage ITSM management processes and procedures in an outsourcing environment
• Managing the day-to-day operational delivery of Services for the customer, including efficient and effective management of the   technical staff and tools.
• Ensuring delivery and continuity of daily operations, support, maintenance, and administration for the Services as defined in the Agreement.
• Identifying risk and issues in the delivery of the Services on a regular basis and making sure they are managed to resolution in collaboration with the customer.
• Manages the development and implementation of operational and configuration Changes to the technical   components for the area of responsibility.
• Manages and assesses the quantity and quality of staff resources used in the delivery and makes recommendations for corrective actions to management when necessary to address issues.
• Maintains and supports the in scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Workplace Manager.
• Ensure staff resources have the proper knowledge, training, and skills, along with following the Procedures in delivery of the Services as required      in the Agreement.
• Assist management in making decisions to improve service                     delivery and quality at an operational level; and
• Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the customer.
• Should have managed Service Desk, Desk Side Support, SCCM & In tune team. Having technical acumen for all these tracks are mandatory. 
• In depth knowledge on Service Now Reporting and Analysis of base data for Workplace services team.

• The required key skills and knowledge include:

• Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
• Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI — SVC at level 3 at minimum.
• Certified ITIL experienced resource
• Training, experience, and certification in the technical components and tools managed.
• Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and conflicts.
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability       to work with other Providers to meet the customer’s end-to-end service levels