Responsibilities
You will work with customers to help define and refine processes, reduce risk by analyzing the underlying non-technical reasons for IT service failures, and deliver expert guidance for Service Improvements that drive tangible benefits and enhance the overall quality of service that a customer's IT organization provides.
You will achieve this by working with customers to further develop and enhance their Service Management Cloud strategy and capabilities, with a focus on enabling customers to understand and realize the opportunities of cloud and the impact on people and processes that migrations to the cloud (SAAS, PAAS, IAAS) can bring. We spend time understanding our clients' unique drivers and issues and integrate our guidance into their IT support and delivery practices. The processes, strategies and approaches you implement become relevant, reusable, and robust; because they are designed with our customers end goals in mind.
Key Accountabilities
Success for a Modern Service Management professional is measured by: overall customer satisfaction on the delivered service and how it was delivered; how you helped raise internal awareness of our MSM services but also if you spotted or even created opportunities to help customers do more with our MSM services. As with any Delivery role, achievement of the expected utilization target is key to success.
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