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Gurgaon, India

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Candidate will be responsible for managing customer requirement, service requests, projects, operations, incident management, change management etc. Act as bridge between all stake holders & ensure all services are being delivered to customer in a seamless way. The candidate must have excellent written and oral communication skills, should be able to work in multi-vendor environment. This is a client facing role so the candidate must be able to interact with different technical teams, and application groups to understand their requirements and provide solutions according to their requirements. Overall responsible for maintaining the entire service request process to ensure 100% SLA.

Roles and Responsibilities:

Ensure proper implementation of management plans and policies in rendering services to clients
Work with procurement team to work on all purchase requests via GPS
Update all purchased assets in GPS under Asset Management
Manage all vendor services wherever required
Manage all IT related infrastructure and service delivery processes
Assemble the IT service delivery team to ensure all services are delivered to end customer in a seamless way
Integrate useful customers’ suggestions into delivery plans and policies
Communicate with all parties involved in the service delivery process – team members, customers, and top management
Ensure efficient and effective management of all resources
Develop and maintain relationship with customers
Develop & produce all reporting requirements
Work as a team member to develop service agreements and supports that will assist in service delivery

Key Competencies and Skills:

Must have handled complete service management workflow & experience of each stage
Strong process management experience, placing orders, follow up, reporting, communication etc.
Must have experience in handling incident management, change management, problem management

Personal Attributes:
• Excellent verbal and written communication skills
• Good command over English language
• Good knowledge of excel
• Team Player / Collaborative
• Attention to detail
• Assertive
• High commitment and ownership
• Self-starter and motivated
• Flexible with timings
• Comfortable working with all teams from all geographies and working in a matrix, ambiguous and complex environment
• Excellent interpersonal skills

Education and Qualifications:

• Graduation: Mandatory
• Advanced MS office capabilities – Excel, PowerPoint, and Word

Additional Information:

Shift Hours:
• Night Shift