April 23, 2019

Service Implementation Lead

  • Launch and implement initiatives for IT Global Service Desk readiness considering the overall end-to-end customer experience.
  • Identify and establish various requirements for projects and work plans.
  • Coordinate with stakeholders and other service teams for smooth transition of project requirements.
  • Define the current and ideal user experience in relation to the changes made in the system, service, or process.
  • Acquire in-depth understanding of industry standards, and technologies of applications and services supported by Global Service Desk.
  • Build strong rapport with users, service teams, and IT engineers.
  • Initiate and/or work on projects assigned.
  • Meet business objectives and team targets defined by SLA and Performance Scorecard.
Desired Experience and Skills
  • Candidate must possess a Bachelor’s Degree in Computer Engineering, Computer Science, Information Technology, or any related field.
  • At least 3-5 years of working experience in IT or Technical Support-related field is preferred.
  • Must possess excellent project management and presentation skills
  • Self-motivated, well organized, and has good customer service skills.
  • Must be proficient with MS Excel and/or any business intelligence tools
  • Possesses strong sense of urgency and accountability.
  • Ability to conduct cross-team collaboration and communication.
  • General management and people leadership skills
  • Fast learner and has the ability to adapt to a fast-paced/changing environment.
  • Able to adapt changing business requirements, manage resources within and/or outside team, have strong communication skills, analytical skills, and problem-solving skills.
  • Willing to work in a shifting schedule.