02 Jun
Service Delivery Manager
California, Fostercity , 94404 Fostercity USA

Vacancy expired!

  • Preparation of the Project Plan (Gap Analysis Improvement Initiatives)
  • Understand the ITSM landscape and providing support to the entire team
  • Provide ITIL best practice service management at an operational level for the Customer's environment
  • Conduct ITIL maturity audits and provide recommendations for process improvements
  • Plan the CMDB activities viz. identify the stakeholders for Applications prepare the Technical Services hierarchy identify and document Application and Application components
  • Identify and validate CI's for the applications Create and update Configuration Management plan for applications
  • Manage the service management office for the engagement and drive operational excellence
  • Understand the specific Process requirements of the Customer and gather the required inputs on Customer's people practices and processes Organization structure ITIL Tools in-use as-is Process detail on current Vendors
  • Author the process documents and collaborate with the tools team (Internal / Customer) as required to customize the ITSM Tools in scope
  • Agree with the Customer on SLA/KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the SLA/KPIs/Metrics
  • Agree with the Customer on the reporting requirements and the templates to be used for the same
  • Plan facilitate and drive the process training in the engagement
  • Provide proper handholding of the Processes to the Service Manager / Process Owners / Auditors / team
  • Propose the Service Improvement plans (SIPs) to the Customer / Service Manager
  • Conflict management within the team and with Client Stakeholders
  • Manage and motivate performance of the team through reviews mentoring and development
  • Analyze the ticket data and come up with recommendations for portfolio rationalization &amp optimization
  • Define &amp implement multi-vendor governance metrics collection analysis &amp reporting

Vacancy expired!


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