Service Delivery Manager - MCM, OT, GRP PGE and SF

Contenu de l'offre Service Delivery Manager - MCM, OT, GRP PGE and SF chez Wipro

Service Delivery Manager - MCM, OT, GRP PGE and SF

Wipro Ltd, with more than 75 years of expertise and more than 200 000 employees across 6 continents, delivers Global Information Technology, Consulting and Business Process Services, in Cognitive Computing, Hyper-automation, Robotics, Cloud, Analytics and Emerging Technologies for international leading organisation across the World in diverse domains such as Aerospace and Defense, Capital Markets, Banking, Retails, Utilities, Platform and Software Products, Healthcare, Insurance, Oil and Gaz and many others.

Alongside large international partners such as Amazon, Google, Oracle, Microsoft, Salesforce, we thrill to overcome and empower our clients success across our values : being passionate about client’s success, treating every person with respect, being global and responsible, unyielding integrity in everything we do.

Our Diverse & Global footprint lays on :

More than 1,200 active global clients

Part of NYSE TMT Index
100+ nationalities represented
35%+ women employees

Do you want to expand your horizon? We have many projects, trainings and opportunities to learn and grow ?

Do you want to enjoy the opportunities in a new and growing team? We are growing the team to several hundred engineers in the next few years.

Do you want your workplace in a top location? Wipro has the coolest office in Porto, Portugal.

Project Description:

We are looking for an experienced Service Delivery Manager, working on AMS (Application Managed Services) engagement in international environment (Onsite, nearshore, Offshore).

Responsibilities:

Governance and Reporting (escalations, issue resolution)
Continuous improvement opportunities identification and implementation
Provide Business user Training and Consultancy Services, 3rd Party integrations
Coordination & high-quality deliverables for the complex projects.
Good at managing multiple stakeholders 
Process Optimization, System Improvements and Automation plans
Analyzing the risk if any involved in the project. Communicating the same to all the relevant stack holders and creating Mitigation plan for the same.
Performing project status review meetings.
Organize the status meetings and send the Status Report (Daily, weekly etc.).
Organize transitions and documentation delivery (e.g., new projects, CR, Service request)
Adherence to the defined Customer and Organization standards.
Ensure that the trainings are efficient to the support team.
Staff Cross-skilling Plan
Engage with larger organizational teams and bring in right set of new tools/best practices and help the engagement in implementing the same.
Demand Management - forecast for support
Resource onboarding activities (processes, system overview, contacts, etc.)
Good communication and presentation skills. Timely sharing and reporting information to all the relevant stakeholders.
Support the engagement on implementing /sharing best practices.

Skills:

Experienced in Incident, Problem, SR, CR Management in a SLA driven engagement
Good Experience in Energy Domain preferable
12+ years of experience
Experience in Change Planning, Change Estimation, Service Management
Experience in Enhancements design, coding, and testing.
Experience in performing Root Cause Analysis for an issue and creating the action plan to improve the processes.
Experience in preparation of different Matrices such as Change effectiveness and execution Efficiency, Defect density, Defect Slippage and Requirement Coverage.

AMS Service Management

#LI-ST2