What are the responsibilities and job description for the Service Lead position at Otomeshan technology?
Purpose of the Role:
The Service lead plays a key role in creating long-term healthy “service provider – customer” relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the Service lead is governance across all areas of their technological services including service desk, service management, incident, request, change management, project management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
Operations:
· Need to have good understanding of Operations, Project, Transition and Service Delivery management skills
· Excellent Stake holder management
· Experience in Managed Services
· Excellent communication and people management skills
· Ability to lead / handle teams across different geos
Technical:
· Good technical understanding of End-to-End managed services model
· Good understanding of service desk & end user support
Key Responsibilities:
· Building a professional relationship with key client staff and looking out for client’s and TechM long-term interests
· Successful service delivery - SLA management / achievement and high level of customer satisfaction
· Manage day to day BAU operations for the responsible technology services
· Run Projects on a need basis in the role of Project Manager by looking after Transition and Operations delivery readiness
· Conduct meetings with Customer and TechM teams
· Monitoring overall performance of services
· Building service reports on a daily, weekly and monthly basis, following up with team to minimize aging
· Assisting in preparing governance reports
· Collaborating with senior management on client account management and growth
· Working with the client and operations/delivery teams to identify and manage service improvement activities
· Following up if service delivery is not meeting expectations and work towards improving it
· Taking care of TechM internal activities like preparing and updating TechM Project documents, attending Quality audits, IS audits
· Working closely with PMO for resource fulfilment in BAU/Support and Projects
· 3rd party contract management as and when needed
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Paid time off
Shift:
- Day shift
Work Location: On the road
Salary : $70,000 - $80,000
