Associate Vice President - Field Service Practice Lead

Associate Vice President

Role: Practice Lead - Field Service Capability

Who are we looking for?

A senior level Workplace Practice lead to manage and lead Field Service Practice. The Individual should be a technology enthusiast, experienced stakeholder management with exposure to deal solutioning, sales support, capability building, vendor management and Identifying and executing transformation opportunities.

Candidate must be domain SME in Field Service with expertise and experience on site support, remote support, asset management, depot and warehouse maintenance. This will be a client facing role so excellent communication skills are required.

Job Responsibilities:

• Develop new and revise existing field service standards
• Measure compliance to field service standards
• Participate in new deal pursuits by responding to RFI's and RFP's in coordination with sales or pre-sales team
• Draft a field service proposal including effort estimation, delivery platform, transformation charter and transition plan
• Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support
• Facilitate internal and external benchmarking exercises for key comparable metrics
• Study industry best practices and trends to be ahead of the change
• Build and conceptualize themes for the year to develop a practice leading to domain expertise
• Support field service delivery teams with action plans to problems, SIP's, Transformation journey and client consulting
• Prepare presentation and runbooks/SOP's for different audience like client stakeholders, sales & marketing team, delivery teams, etc.
• Maintain and enhance field service offering library
• Execute or coordinate automation applicable to end user support
• Build workflows in ITSM to reduce manual effort
• Participate in analyst briefing to present field service capability
• Design ITSM processes for operational efficiency
• Identify gaps in Service Management and propose a solution

Presales Experience:

• Participate in presales activities and assist sales team in different stages for RFx (e.g., RFI, RFQ, RFP, deal qualification, risk assessment, etc.)
• Lead customer discovery workshop to understand their business goals.
• Deconstruct RFx documents to key data points and underlying business challenges.
• Design scalable and efficient solution that aligns with customer's business goals and technical requirements.
• Recommend process optimization and workflow automation for efficient service delivery.
• Collaboration with cross function teams, vendor management & coordination.

Practice and Solutioning Experience:

Experience in designing and implementing cost effective and scalable solutions for,

Service Desk:

• Level 0 (digital support)
• Level 1 (agent assisted support)
• L1.5 remote solution (bridge between L1 and L2/L3)
• B2B Integration

Field Services:

• Campus based support
• On-demand dispatch based support
• Staff augmentation

Asset Lifecycle Services:

• Hardware procurement
• Configuration and deployment
• Depot based repair and refurbishment
• IT asset disposal
• DaaS (Device-as-a-Service)

Experience:

• More than 10 years in Field Service operations
• More than 3 years in Field Service practice

Skills:

 Analytical skills

 Effective Business Communication

 SLA Management

 MS Office

 Decision making skills

 Solution and design

 Financial planning

 Business relationship Management

 Responding to RFP

 Knowledge and Proficiency Level

Technical Skills:

 Ticketing Tool - Advance

 MS Office - Advance

 Avaya Operating skills - Intermediate

 Avaya CMS Operations/Reports - Intermediate

 Nice Tool Operations - Beginner

 BP/IEX scheduling tool - Beginner

 Networking concepts - Intermediate

 Client Process Knowledge - Advance

 DMAIC - Advance

 Client Business Awareness - Intermediate

 Call Center Infrastructure - Advance

 Industry practices and trends - Intermediate

 Email etiquette - Advance

 Customer service skills - Advance

 KB Script development Skills - Advance

 Analytical skills - Advance

 Client Business relationship Management - Beginner

 SLA Management - Beginner

 Process Mapping/Engineering skills - Advance

Leadership & Behavioral Skills:

 Effective Business Communication - Advance

 Decision Making Skills - Advance

 Patience - Intermediate

 Managing Stress - Beginner

 Positive attitude to change - Intermediate

 Attitude to feedback/willing to learn - Intermediate

 Relating to Others - Intermediate

 Influencing Others - Intermediate

 Team Player - Intermediate

 Insight into the Customer's Mindset - Intermediate

 Solution Based Approach - Intermediate

 Follow Through - Intermediate

 Personal Credibility - Beginner

 Self-Development - Beginner

 Result Focus - Beginner

 Drive to Win - Beginner

 Establishing Focus - Intermediate

 Recognize Efforts - Intermediate

 Approachability - Intermediate

 Dealing with Fairness - Intermediate

 Fostering Teamwork - Intermediate

Domain Skills:

 Infrastructure Support - Field Service - Advance

Process and Quality Skills:

 Information Security and compliance - Advance

 ITIL Expert - Advance

 GSD Standards - Advance

 Quality Management Systems - Advance

 Business Continuity Plan - Intermediate

 QMS - Advance

 ISMS concepts - Advance

 ISO concepts - Advance

 PMP - Advance

Qualification:

• Any Graduate
• ITIL Certification will be preferred

What's in for you?

• At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
• With the current opportunity, you will get to work with the team that has consistently been setting benchmarks in terms of delivering high KPIs, project completion on time and being one of the best teams to work for in the organization.
• You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.