Description & Requirements
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
- Additional Certifications: Any one or more from the below list of certifications: -