Manager - Program & Project Management

Manager - Program & Project Management

Job Description Service Desk Project Manager

This opportunity is with LTM Ltd for the position of Project Manager Service Desk Operations The role requires one to take end to end ownership of the assigned project which includes project planning delivery client interaction managing project operational parameters people management Risk Issue Identification Creating tracking and owning action items The role demands high level of client interaction over callsemails and chat requires an experienced candidate from same or similar field HeShe must possess good technical knowledge of Windows Networking Datacenters Virtualization and Cloud etc The candidate must be ITIL Certified experienced in adopting the ITIL methodologies The person will be responsible for providing leadership to the service desk staff with focus on delivering high quality customer service The person will be accountable for the performance of the service desk operations with respect to the SLAs agreed with the client The ideal candidate must have hands on experience of coaching mentoring and development of service desk engineers leads and SMEs The person must have excellent verbal and nonverbal communication skills

Key Responsibilities

Drive strong collaborative stakeholder engagement

End to end responsibility of the project deliverables including SLA management KPI management RAID Risk Action Item Issue Dependencies Tracking

Regular client interaction for process improvement suggestion weekly meetings discussions etc

Regular interaction with internal customers ie project staff to identify people issues and address those intime

Responsibility of SLA and KPI reporting and governance to ensure project performance is intact

Coordinate with service desk and other resolver groups to ensure the technicalprocess issues being faced by the engineers are resolved

Proactively manage and engage in process automation to improve project performance financials and dependencies on human effort

Ensure continuous improvement of the project performance margins and deliverables

Coordinate with the DM to assign dutiestasks for short term project activities ensuring timely completion and capturing specific observations

Responsibility of Knowledge management Problem management Change and Incident management

Other organizations level responsibilities like participating in hiring drives interviews training activities performance appraisals etc

Performing team rewards and recognition appreciation to keep existing engineers motivated

Knowledge Skills

Sound knowledge of ITIL Methodologies best practices

Good working knowledge of MSWord Excel PowerPoint and Outlook Visio etc

Technical knowledge of technical knowledge of Windows Networking Datacenters Virtualization and Cloud etc

Hands on experience of working on ITSM tools like ManageEngine ServiceNow BMC Remedy etc

Must have experiencing of handling large teams with complex processes

Must be able to interact effectively with other functions like HRfinancetransportops etc

Ability to communicate at all levels across the business

Good understanding of project management concepts PRINCE2 or PMP certified will be a plus

Should have experience in handling project financials Submitting project billing and expenses

Good interpersonal skills time management and metrics management

Ability to multitask and work under pressure in a high paced and changing environment

Ability to identify process gaps and suggest improvements

Experience

Overall 812 years of experience within service deskhelpdesk 4 years of relevant experience in Project Management handling a team size of 30100 FTEs

Education

College degree

ITIL Certification Must

PRINCE2 or PMP certification is a plus