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Job Opening:  Service Desk Program Manager

Designations
 Service Desk Program Manager
Job Description
 

A Program Manager will be positioned at customer place to handle the Project. He will own the responsibility
for the SLAs and also ensure high level of satisfaction for TKM Users. The Service delivery
manager will transcend from the Technical delivery team to the Program Governance Teams and
the Account Management Teams and provide inputs from operations to the upper layers and also
pass down the strategic initiatives from the upper layers to the operations teams.
 

Desired Profile
 

Responsible for overall service delivery and SLA adherence.
Sets the strategic vision and objectives for a given program or project. The team leadsefforts to build consensus through the organization to support the project or programs
objectives.
Proposing and designing solutions along with the IS team for the infrastructurerequirements and address complex business / technical process requirements
Communication to the Customer on Infrastructure /Tools downtime & emergencydowntime if communicated by DCO team ensure the processes are adhered to.
Single Point of Contact to the IS team.
Timely escalation - Again 3 levels as described below
Follow-up with IS mgt team on issues
End to End communication with the IS management and FM team.
Sign-off on domain activities
Ensure all the Domain activities are done through Change Requests.
Leads high-level sessions for program plan and schedule development, ensures theprojects are adhered to the defined timelines.
Reviews/approves project plans for conformance to program strategy and program planand schedule.
Single point of contact for all the ITIL process deliverables.
RCA validation sent by OMs
Single point of contact for all customer requirements.
Tracking of deliverables as per sow & escalate if not met - Need to check on whom to
escalate& what is the escalation Matrix.
Track Process Adherence with SOX team.
Sign-off of the activities on expected date of implementation & closure
Submission of reports-assign responsibility to domains for report generation.
Accountable to executive sponsors for schedule, budget, and quality of all programelements.
 

Experience
 8-10yrs
Industry type
 
Role
 Program Manager
Functional Area
 
Education
 Any Graduate
Compensation
 As per norms
Location
 Bangalore
Keywords
 Customer on Infrastructure /Tools downtime & emergencydowntime
Contact
 Maha
Telephone
 0247-6500331
Email
 maha@venpastaffing.com
Job posted
 2013-07-19
Reference
 w0490
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