Job Description
Program Manager (Service Desk)
Job Description
The Global Service Desk Program Manager will be responsible for developing and program managing service desk solutions operated from HP or Partner/Supplier managed locations. He/She would also be responsible to enable business growth through active engagement with Sales/Pursuit/BU/Partners/Operations/Finance etc.,. He/She should work with all facets of service desk enablement from infrastructure setup, site requirements, clear line of sight to customer SOW requirement, Scoping skill sets requirements, local HR engagement and should have strong understanding of compliance and regulatory requirements. The person must possess strong communication skills and be flexible to work with global stakeholders and time zones.
Responsibilities:
- Subject matter expert on Service Desk Operations and service delivery
- Support in developing organization model to support future growth.
- Identify new opportunities to support business growth working closely with Pursuit/Sales teams.
- Create business case and customer sharable contents during deal discussions.
- Support infrastructure deployment and recommend best solution to customer.
- Act as a consultant to business operations and implement ITIL practices in HP and Partner managed environment.
- Recommend new technologies and industry practices that could help automate and accelerate transformation efforts.
- Actively engage in SOAR, Transition and DRA during deal sign off.
- Develop risk management practices and risk register.
- Ensure SD operations skills are as per industry norms and recommend learnings to drive efficiency.
- Actively engage in all internal operational reviews.
- Actively drive Problem, Change, KEDB management at account and at overall operational level.
- Engages with Global SD strategy leads to align and develop market specific support strategy.
- Keep track of P&L at overall and account level and course correct whenever necessary.
Education and Experience Required:
- First level university degree or advanced degree(preferred).
- Minimum 10 years’ experience in Service desk management or in like roles/businesses.
- Must have experience in managing large SD operations
- Should have extensive experience in engaging with C-Level management
- Should have knowledge of Service Desk enabling tools and technologies.
Knowledge and Skills:
- Demonstrates an in-depth knowledge of key ITIL and Service Desk Services' operational policies, processes, and methodologies applicable to project management.
- Has an extensive understanding of critical project management techniques.
- ITIL Certified Professional
- PMP Certified Preferred
