Harman

The Job Roles and responsibilities include the following (but not limited to): -

1. Setting Up Request Management Processes:

   - Create well-defined processes for handling service requests, ensuring standardized and efficient handling across the organization.

   - Continuously review and optimize these processes to improve service efficiency and customer satisfaction.

2. Creating Self-Service Portals:

   - Implement user-friendly self-service portals that enable customers to submit and track service requests independently.

   - Ensure portals are intuitive, accessible, and provide real-time updates on request statuses.

3. Defining Service Request Categories:

   - Categorize service requests to facilitate efficient routing, assignment, and resolution.

   - Maintain and update categories based on evolving service requirements and customer feedback.

4. Establishing Service Level Agreements (SLAs):

   - Define SLAs for different categories of service requests, ensuring timely and effective responses.

   - Monitor SLA compliance and take corrective actions when necessary to meet targets.

5. Request Intake:

   - Develop a structured process for capturing and documenting service requests from customers.

   - Ensure all requests are logged accurately, tracked, and processed in a timely manner.

6. Contributing to the Service Line Organization:

  - Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.

    - Share best practices and successful strategies with the Service Line Organization to enhance their respective practice across the Service Line Organization and Verticals.

  - Develop and maintain a best practice repository for their respective Practice that can be adopted by other GOCs and verticals.

  - Create and refine frameworks and methodologies for their respective practice that can be scaled and replicated across organizations.

  - Document and standardize successful Process Management techniques and tools for broader use.

  - Participate in the development of training materials and guidelines based on best practices for their respective and related practices.

  - Act as a liaison between the SIAM function and the Service Line to ensure alignment and integration of their best practices.

Requirements & Behavioral Attributes:

Professional Experience:

- Adequate understanding of IT Service Management (ITSM) with 6-8 years of experience in a similar capacity/environment.

- Extensive experience in service request and catalog management within a SIAM or similar multi-vendor environment.

- Proven track record of developing and implementing service request management frameworks and policies.

Skills and Competencies:

- Strong Analytical Skills: Ability to analyze service request data, identify trends, and implement improvements.

- Excellent Communication and Interpersonal Skills: Effective collaboration with stakeholders at all levels, ensuring clear and concise communication.

- Documentation Proficiency: Ability to develop clear, concise, and impactful documentation for request management processes and SLAs.

- Project, Resource, and Time Management Skills: Strong ability to manage multiple service request initiatives, ensuring efficient use of resources and adherence to timelines.

- Pressure Management: Ability to work effectively under pressure, meeting tight deadlines without compromising quality.

- Customer Focus and Empathy: High level of customer focus, understanding and addressing customer needs and concerns.

- Teamwork and Information Sharing: Strong teamwork capabilities, promoting information sharing and collaboration across teams and service providers.

- Attention to Detail: Proactive management of tasks and deliverables, ensuring high standards of quality and accuracy.

- Situational Analysis and Decision-Making: Solid abilities in situational analysis and making informed decisions to drive service improvements.

Work Environment

• The candidate should demonstrate flexibility in accommodating work hours according to client time-zone requirements.
• This position operates within standard 9-to-5 working hours adjusted to the client's time zone. However, these hours are subject to modification based on evolving project needs.
• The responsibilities of this role are expected to adhere to the guidelines outlined in the Harman's Flexible Work Policy.

Educational Background and Certifications:

Minimum education:

• Graduate in Engineering or Science.

Certifications:

• Mandatory
  • ITIL V3/V4 Foundation is mandatory.
• Optional:
  • Additional Certifications: Any one or more from the below list of certifications: -
    • EXIN BCS SIAM Foundation
    • Professional Scrum Master (PSM) or Certified ScrumMaster (CSM)
    • ITIL Intermediations Certification
    • ITIL 4 Managing Professional
    • Certified Outsourcing Professional (COP)
    • Prince2 / Project Management Professional (PMP)
    • Certified Agile Service Manager (CASM)
    • COBIT 2019 Foundation
    • ISO/IEC 20000 Foundation