IT Business Solution Manager
3 weeks ago
The detailed job scope is as the following:
Organization, management and full integration of the operation
Owner of MSA & - Ensuring operation..
The detailed job scope is as the following:
Organization, management and full integration of the operation
- Owner of MSA & - Ensuring operational compliance with the MSA
- Owner of SLA Compliance - Owns Key Measurements, Service Levels & Critical Deliverables
- Reporting - collect data for key deliverables and generate reports as per SOW requirement.
- Owner of TR Compliance – Enforce TR control process to meet relevant TR regulations.
- Process design, review, audit and improvement
- Document Control – Owns Document Control Compliance
- Change Management – Owns change management process
- Knowledge Transfer – Monitors & reports on knowledge transfer continuity and accuracy.
- Continuous Improvement – Perform trend analysis, assist in root cause analysis, utilize best practices, and assess customer satisfaction survey results to determine areas for improvement.
- Global application FPOC to Applied.
- Organize and host Monthly, Weekly, Quarterly meeting.
- Staff On-Boarding – Contributes to screening of candidates, Non-Technical Consistent training for English speaking agents, includes language, customer service technique training for both new hire and existing employee.
- Transition Phase – Owns critical milestone compliance
Functional Knowledge
- Regarded as the technical expert in service desk and deskside operations
- Demonstrates in-depth and/or breadth of expertise in own discipline and broad knowledge of other disciplines within service desk and deskside operations
Business Expertise
- Anticipates business and regulatory issues; recommends product, process or service improvements
Leadership
- Leads projects with notable risk and complexity; develops the strategy for project execution
Problem Solving
- Solves unique and complex problems with broad impact on the business; requires conceptual and innovative thinking to develop solutions
Impact
- Impacts the direction and resource allocation for program, project or services; works within general functional policies and industry guidelines
Interpersonal Skills
- Communicates complex ideas, anticipates potential objections and persuades others, often at senior levels, to adopt a different point of view.
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