IT Service Delivery Lead \ Project Lead (Contract)

Job Description

The role is expected to communicate with Client, understand their requirements and concerns, transfer the work from Client into Transcosmos and form a new operation team. This role will own the client’s BPO portfolio including manage transition project of Level 1 services (Customer Service, Service Desk or Helpdesk) from client transfer to Transcosmos environment, take over and manage it - including setting up new team, operation structure, processes, documentations, SLAs management and escalations. In addition, this role is expected to drive continuous service improvement and quality management.

Key Responsibilities

• Reporting to Service Delivery Manager and HOD 
• No Shift required
• Manage Management of customers and client
• Manage BPO Transitions Projects 
• Design and manage due diligence of clients environment 
• Design and manage project management 
• Design and manage knowledge transfer 
• Design and setup new 24x7 team 
• Design and setup new operation structure 
• Setup end-to-end ticket life-cycle management process including incident and request management 
• Operation Support documentations and process review and creations 
• Ensure customer KPI and SLA requirements are meet 
• Maintaining quality of service as measured by metrics such as performance, efficiency and customer satisfaction 
• Proactively identify and drive Continuous Quality, Productivity, Corrective Actions and Service Improvements 
• Review and update clients documentations including scripted solutions, work instructions templates 
• Document additional Knowledge including technical processes Document, maintenance and update of user/internal manuals and FAQs 
• Manage escalation from first line service desk, work closely with client or partner vendors to investigate and identify the issues and resolve the problems 
• Collaborate with the clients product development and QA teams to test new features, functions and specification changes
• Contribute to the ongoing learning and success of team members and counterparts by sharing knowledge through mentorship, collaboration, and aiding in documentation 
• Perform analysis of ticket data and situations 
• Generate required reports for management and customers as requested including Weekly & Monthly report compilation and presentation 
• People Management, manage team quality and performance 
• Provide trainings and coaching to team members to ensure skillsets and experience meet expectation
• Give directions and guidelines to team members

Skills & Experiences

• Minimum 8 to 12 experience in managing Level 1 services team (Customer Service, Service Desk or Helpdesk) in 24x7 environment.
• Minimum 2 to 4 years experience in Project Management. 
• must be familiar with setting up a new operation team including operation structure, processes, SLA management and Quality management.
• experience with ticket life-cycle management such as incident and service request management. SLA is very critical in clients environment
• Strong people management & highly analytical person