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    Head of Projects - London, United Kingdom - Infogain

    Infogain
    Infogain London, United Kingdom

    2 weeks ago

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    Description

    Role:
    Service Delivery Manager Experience: 12+ years
    Hybrid, 3 Days from Office


    Service Management:
    Perform deep analysis of metrics, KPIs and SLAs and provide recommendations for program improvement based on findings.
    Leading implementation and execution of Customer service owners' requests and changes to documents.

    Act as a single point of contact for Customer management, on site Vendor staff and all issues related to service.

    Work to constantly increase efficiencies and level of service.
    assigned and located off-site at Vendor facility.
    monitor and manage issues and impediments to service delivery.
    issues are escalated to the appropriate Customer employee for support and resolution.
    Service Governance
    change management within the scope of service
    feedback and drive performance improvement initiatives.
    a holistic view of the entire staff, ensuring the right talent mix for peak performance.
    with Vendor recruiting to identify the right caliber of resources for placement into the service team.
    and implement training programs for leadership and technical career development.
    regular meetings with staff to monitor workload, provide support and leadership
    Ticket Management
    team ticket quality such as acknowledgement, timely updates and meaningful notes throughout the life cycle of tickets.
    worker workload for equal distribution among team
    errors and mistakes that impact operations or cause data discrepancies.

    in the creation of scope of work instructions provided to third party vendors for the purpose of their Services execution at the PoP sites.

    Ongoing Training
    an ongoing training schedule. Review the training schedule on a quarterly basis

    that all Vendor personnel accessing sensitive or controlled areas of the data center or network infrastructure have received all prior required appropriate training for performing the Services.

    team member onboarding and/or training process of tools and MOPs including training on Customer Methods of Procedures (each a "MOP") and other procedures.

    Account Management
    in weekly team meetings to review team performance, get team/company updates, and share projects status.
    overall program budget and work with Vendor management team and Customer Sourcing Manager on SOW renewals and changes.
    strategic and innovative projects.
    documentation process to ensure appropriate knowledge management is occurring.
    staff development and career path management for Vendor team members.
    that training and documentation standards are in place.
    degree in MIS, computer science, systems engineering, electrical engineering, business or a related field.
    or data center experience with a minimum certification of CCNA/JNCIA or equivalent.
    and time management experience.

    to travel to Customer headquarters periodically to meet with local client and Vendor teams to help support program execution and team morale.

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