Job Summary: 

• Responsible for planning, documenting, managing, and coordinating technology initiatives from initiation through delivery.
• Lead process-improvement efforts and manage the implementation of both business processes and technical solutions.
• Create project documents, reports and dashboards.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Identify and deploy resources required for internal-facing IT initiatives or change requests.
• Build and maintain strong relationships with internal and external stakeholders.
• Effectively communicate with all stakeholders and facilitate various project-related meetings.
• Engage with all levels of staff and management, operating in a fast-paced environment with teams that are focused on producing high-quality outcomes.
• Train, mentor, and support the agile teams to effectively follow agile methodology.

Skills on Resume:

• Project Management (Hard Skills)
• Process Optimization (Hard Skills)
• Technical Execution (Hard Skills)
• Report Creation (Hard Skills)
• Stakeholder Management (Soft Skills)
• Clear Communication (Soft Skills)
• Team Leadership (Soft Skills)
• Agile Coaching (Hard Skills)

Job Summary: 

• Provide thought leadership, contributing to the long-term business plan and owning the back-of-house delivery plan.
• Partner with key stakeholders across the business, shaping plans, managing expectations and providing advice/guidance.
• Deliver change through the most appropriate delivery framework.
• Manage and develop a small team of developers/the internal engineering team, creating a culture of ‘customer first’, excellence, high caliber and innovation.
• Manage small projects within the domain, including full release and implementation management for the domain.
• Manage all application technology platforms, ensuring vendor roadmap, critical maintenance and upgrades are included in the planning.
• Implement appropriate controls, governance, policies and reporting.
• Continuous improvement and maturity of the delivery and engineering functions.
• Ensure close collaboration with the IT team in the delivery of change.

Skills on Resume:

• Strategic Leadership (Soft Skills)
• Stakeholder Management (Soft Skills)
• Change Delivery (Hard Skills)
• Team Development (Soft Skills)
• Project Management (Hard Skills)
• Platform Administration (Hard Skills)
• Governance Control (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Act as a Servant Leader to the Agile teams, looking for ways to provide support and value.
• Collaborate with Product Owners and Software Engineers to determine appropriate Agile and Lean practices.
• Document Agile practices for each team and maintain accountability for adhering to documented practices.
• Continuously evaluate the adopted Agile practices to identify improvements.
• Schedule and facilitate Agile Ceremonies and team meetings, taking and distributing notes.
• Ensure that the Sprint goals and scope are understood by everyone on the team.
• Track and report the progress of each Sprint.
• Engage with Product Owners and Stakeholders to understand and address any concerns.
• Identify and remove external distractions and obstacles impacting the teams.
• Evangelize the Agile practices adopted by each team to the business.
• Work with business stakeholders to understand their role in Agile Practices.

Skills on Resume:

• Servant Leadership (Soft Skills)
• Agile Collaboration (Soft Skills)
• Process Documentation (Hard Skills)
• Continuous Improvement (Hard Skills)
• Meeting Facilitation (Soft Skills)
• Sprint Management (Hard Skills)
• Progress Reporting (Hard Skills)
• Stakeholder Engagement (Soft Skills)

Job Summary: 

• Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract.
• Show accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned service and contracts.
• Follow incident management processes, in line with industry best practice, ensuring responses to SLAs through effective investigation and resolution.
• Responsible for quality products and services that meet the needs of the business.
• Inform and advise on defining and designing the support model, which includes policies, processes, people and technology in alignment with service management process and policies.
• Lead the collaborative, dynamic planning process, prioritizing the work that needs to be done against the capacity and capability of the team.
• Help to embed agile working practices and a digital by default culture across the department by effectively engaging with a variety of stakeholders.
• Follow the processes to provide assistance to service continuity planning and support.
• Identify the information and systems that support critical business processes, and then coordinate plans to address exposures and maintain agreed levels of continuity.
• Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements.
• Responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users.

Skills on Resume:

• Contract Management (Hard Skills)
• Service Delivery (Hard Skills)
• Incident Resolution (Hard Skills)
• Quality Assurance (Hard Skills)
• Support Model Design (Hard Skills)
• Agile Planning (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Business Continuity (Hard Skills)

Job Summary: 

• Responsible for the day-to-day management of the application change process.
• Ensure delivery planning in conjunction with business stakeholders and IT delivery teams.
• Contact for delivery for changes under their control.
• Ensure an up-to-date requirements backlog (including change, support and improvements) is maintained.
• Remove blockers to ensure delivery teams are as efficient, and ensure the continuous improvement of the delivery capabilities and processes.
• Facilitate release and delivery planning, including business prioritization.
• Ensure release and delivery planning sessions are scheduled and performed.
• Ensure that agreed actions from delivery retrospectives are followed up on.
• Implement planning (in conjunction with technical experts).

Skills on Resume:

• Change Management (Hard Skills)
• Delivery Planning (Hard Skills)
• Stakeholder Coordination (Soft Skills)
• Requirements Management (Hard Skills)
• Issue Resolution (Soft Skills)
• Continuous Improvement (Hard Skills)
• Release Facilitation (Hard Skills)
• Process Implementation (Hard Skills)

Job Summary: 

• Ensure technical dependencies in releases are understood and managed.
• Build relationships with key stakeholders and actively manage expectations.
• Ensure reporting is provided to stakeholders (status, risks and issues, blockers, etc.).
• Identify, assess and manage risks to the success of the delivery.
• Adhere to Hiscox's change governance and delivery standards.
• Identify any IT resource requirements/risks/dependencies for iteration.
• Ensure the management and coordination of the involved Providers and mediate any conflict between the teams.
• Ensure the engagement of the relevant third parties for each initiative.
• Book required IT and third-party resources.

Skills on Resume:

• Dependency Management (Hard Skills)
• Stakeholder Management (Soft Skills)
• Status Reporting (Hard Skills)
• Risk Management (Hard Skills)
• Governance Compliance (Hard Skills)
• Resource Planning (Hard Skills)
• Conflict Resolution (Soft Skills)
• Vendor Coordination (Soft Skills)

Job Summary: 

• Deliver projects and products using the appropriate agile project management methodology, learning and iterating frequently.
• Ensure all products are built to an appropriate level of quality for the stage (DEV/TEST/PROD).
• Communicate overall delivery status and possible impediments to management on a regular basis.
• Together with the Scrum master, react fast and with conviction to remove such impediments.
• Work with the Product Owners to define the roadmap for any given product and translate this into user stories.
• Establish solid relationships with the Product Owners and Scrum masters at the tactical level.
• Ensure that the Product backlog cards are created and issues are synchronized with the electronic ticketing system.
• Review Scrum team deliverables for compliance with company standards, best practices and sustainable velocity.
• Review and challenge both functional and technical designs.
• Oversee testing and provide valid results to the business for their final decision.
• Lead the collaborative, dynamic planning process, assessing the work that needs to be done against the capacity and capability of the team in a Sprint backlog to set a sustainable delivery pace.

Skills on Resume:

• Agile Delivery (Hard Skills)
• Quality Assurance (Hard Skills)
• Status Communication (Soft Skills)
• Impediment Resolution (Soft Skills)
• Roadmap Planning (Hard Skills)
• Team Collaboration (Soft Skills)
• Backlog Management (Hard Skills)
• Design Review (Hard Skills)

Job Summary: 

• Keep track of release planning.
• Manage relationship with (external) IT delivery and infrastructure partners involved.
• Manage communication and delivery expectations in line with long-term partnerships.
• Monitor overall progress and performance towards contractual obligations.
• Identify project staffing requirements and source the required expertise from the IT Capability teams.
• Bridge the gap between Project Management and Product Delivery.
• Lead meetings such as weekly IT stream reviews and project kickoffs with external partners.
• Help to facilitate Scrum ceremonies such as Sprint review, Backlog grooming and Sprint retrospective.
• Ensure successful transfer to operations.
• Use DevOps methodology to ensure final acceptance and handover of products to the Managed Services team.
• Actively participating in the IT Stream Lead/Delivery Manager community.
• Share and reapply skills and knowledge and bring in the best practices of Agile.

Skills on Resume:

• Release Management (Hard Skills)
• Vendor Relations (Soft Skills)
• Expectation Management (Soft Skills)
• Performance Monitoring (Hard Skills)
• Resource Planning (Hard Skills)
• Project Coordination (Soft Skills)
• Scrum Facilitation (Hard Skills)
• DevOps Handover (Hard Skills)

Job Summary: 

• Responsible for delivering a portfolio of IT solutions by managing several delivery teams in a matrix environment.
• Create and maintain project plans to ensure inputs and team progress are correctly tracked.
• Partner with business stakeholders to ensure high-quality deliverables are successfully met according to business standards.
• Provide support as the main point of contact for third parties who need to contribute or who are affected by planned changes/developments.
• Identify potential IT and process improvements in order to develop and propose new solutions to key stakeholders.
• Oversee the design of creative and scalable software/support solutions that address business and technical needs or challenges.
• Lead all support and enhancement issues on each application correctly, ensuring support processes are adhered to and make changes to evolve with a changing environment.
• Manage the budget and forecast of the project portfolio.

Skills on Resume:

• Portfolio Delivery (Hard Skills)
• Project Planning (Hard Skills)
• Stakeholder Partnership (Soft Skills)
• Vendor Coordination (Soft Skills)
• Process Improvement (Hard Skills)
• Solution Design (Hard Skills)
• Support Management (Hard Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Responsible for running and evolving the IT software engineering practice, focusing on the optimization of the delivery models, quality, cost, and customer satisfaction.
• Roll-up reporting across multiple teams, giving an overall view of delivery health.
• Manage the Hiscox relationship with 3 rd party software vendors, including service performance monitoring and 3 rd party service contract negotiation.
• Build relationships with key business and IT stakeholders and actively manage delivery expectations.
• Lead a Software Delivery Management Practice to foster continuous improvement across delivery teams.
• Define and manage a Software Delivery Management Framework with guidelines and principles of the Delivery Management practice.
• Ensure process consistency where it is important across application teams.
• Responsible for governance of the change process, ensuring adherence to core principles.
• Drive continuous improvements in the delivery process through the application of best practices and lessons learned from team retrospectives.

Skills on Resume:

• Engineering Management (Hard Skills)
• Delivery Optimization (Hard Skills)
• Vendor Management (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Continuous Improvement (Hard Skills)
• Framework Development (Hard Skills)
• Process Governance (Hard Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Responsible for being a champion and evangelist for Delivery Management best practices.
• Keep abreast of developments, trends, and industry best practices in application change delivery.
• Manage a team of Delivery Leads, permanent or 3rd party, by delegating the field management of IT delivery teams.
• Responsible for being a hands-on leader, should also be able to perform the field management of some key software delivery teams.
• Structure new delivery teams from the ground up.
• Manage processes related to the Software Delivery Life Cycle.
• Perform delivery planning and prioritization in conjunction with business stakeholders and IT delivery teams.
• Manage requirement backlogs, including change, support, and improvements through analysis, build and testing to a successful delivery.
• Remove any organization, process, or technical blockers to ensure that delivery teams are as efficient.
• Perform risk management activities that foster successful software delivery.

Skills on Resume:

• Delivery Leadership (Soft Skills)
• Industry Awareness (Hard Skills)
• Team Management (Soft Skills)
• Hands-On Leadership (Soft Skills)
• Team Structuring (Hard Skills)
• Lifecycle Management (Hard Skills)
• Delivery Planning (Hard Skills)
• Risk Management (Hard Skills)

Job Summary: 

• Develop and prepare budgets, project plans, including scheduling, costs, resources, and other operational concerns.
• Analyze business systems specifications.
• Define and document product requirements, project deliverables, and product acceptance criteria.
• Interface with clients in identifying needs.
• Develop feasibility studies and business proposals for hardware/software solutions.
• Plan business and related technical training for new technologies and processes.
• Advise and direct staff on resolving production and testing problems.
• Manage and administer projects and service requests.
• Lead and evaluate project managers, scrum masters and other staff.
• Develop and control deadlines, budgets and activities.

Skills on Resume:

• Budget Planning (Hard Skills)
• Systems Analysis (Hard Skills)
• Requirement Definition (Hard Skills)
• Client Engagement (Soft Skills)
• Feasibility Analysis (Hard Skills)
• Training Development (Soft Skills)
• Problem Resolution (Soft Skills)
• Project Administration (Hard Skills)

Job Summary: 

• Successfully support the change portfolio prioritisation process, ensuring that IT capacity meets the agreed demand levels through effective resource planning, while working with the business stakeholders to assess business cases, prioritise the delivery and track success KPI’s.
• Accountable for all the IT change delivery for the target business areas.
• Manage the relationships with the engineering teams and any external resources or 3rd party teams involved in the delivery of the IT elements of the portfolio.
• Accountable for the success of the IT delivery for a subset of European projects, tracking on budget, time, quality and the overall success against the initial business case.
• Manage an appropriate set of processes and controls across the portfolio.
• Ensure that IT projects and services are delivered to the agreed criteria and service levels, keeping a drive for continuous improvement.
• Ensure that changes are delivered in accordance with Architecture and Change management principles (TAG, CAB).
• Ad-hoc support for the Group Project Manager Team Lead and the team in general.

Skills on Resume:

• Portfolio Management (Hard Skills)
• Resource Planning (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Delivery Oversight (Hard Skills)
• Process Control (Hard Skills)
• Quality Assurance (Hard Skills)
• Change Governance (Hard Skills)
• Continuous Improvement (Hard Skills)

Job Summary: 

• Translate product roadmaps and features into an achievable delivery plan, considering the people and skills required and predicting milestones based on forecasts.
• Deliver in line with the team’s capacity and availability, developing an understanding of the relevant frameworks.
• Leverage supplier needs and budget effectively for resourcing requirements.
• Actively managing risks, issues, and dependencies for the delivery team, acting on delivery data and adapting ways of working to mitigate risks.
• Partner with a Product Manager to develop communication approaches so can effectively engage with and influence relevant stakeholders, translating technical concepts to non-technical stakeholders.
• Monitor trends in team performance and effectiveness, and engage and motivate the team.
• Use feedback loops, data analysis, and small experiments to iteratively improve the product, service, and ways of working within the delivery team.
• Make conscious trade-offs that balance speed, scope and quality across all dimensions of delivery.
• Take the lead on the day-to-day ways of working in order to bring out the best in the team, facilitating appropriate team ceremonies.
• Provide support and guidance to Associate Technology Delivery Managers and wider team members, in line with individuals’ needs, with the aim of making the team as successful.

Skills on Resume:

• Delivery Planning (Hard Skills)
• Resource Management (Hard Skills)
• Risk Mitigation (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Team Motivation (Soft Skills)
• Performance Monitoring (Hard Skills)
• Process Improvement (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary: 

• Manage the IT delivery of all the project deliverables using approved project management techniques such as risk/issue management, budget management, Gantt charts, critical path analysis, scenario planning, contingency planning, work/cost breakdown, and effective reporting.
• Track all phases of the technical delivery, providing timely reporting of issues that may impact the progress of the project, coordinating actions and resolving conflicts.
• Lead the Technical workstream (solution/integration/testing/cutover) throughout the implementation, across various Oracle modules on a global scale.
• Engage with business stakeholders, wider change teams and subject matter experts (SMEs).
• Define and agree on the technical workstream approach, timeliness, costs and outcomes.
• Support and capture of the technical requirements, ensuring they meet the business needs and align with the IT Strategy.
• Manage IT change impact effectively and efficiently, embed into business as usual within IT and support the wider change teams to embed within their domain.
• Lead and coordinate the IT delivery teams, as well as coordinating all activities that require engagement with other teams in the IT department.

Skills on Resume:

• Project Management (Hard Skills)
• Risk Management (Hard Skills)
• Technical Leadership (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Requirements Analysis (Hard Skills)
• Change Integration (Hard Skills)
• Team Coordination (Soft Skills)
• Progress Reporting (Hard Skills)

Job Summary: 

• Coordinate communications and interaction with the client.
• Assess SCDaaS performance to the client through the SDM (through SLA, CAB, or IM bridge).
• Understand the environment, obligations, and operational needs of the customer.
• Ensure operational awareness of customer pain points and critical/major incidents.
• Participate in the escalation matrix for the client.
• Meet customer needs by promoting a steady but stable release of changes and implementation of systemic fixes that address reliability (problem management).
• Partner with the Service Delivery Manager, works with hosting providers (vendor management), and collaborates across the organization.
• Prioritize all related customer activities by maintaining a forward-looking view of plans for the next 12 to 18 months.
• Work across the organization to complete contract obligations that include annual upgrades, DR testing, capacity management and preventive maintenance.

Skills on Resume:

• Client Communication (Soft Skills)
• Performance Assessment (Hard Skills)
• Customer Understanding (Soft Skills)
• Incident Awareness (Hard Skills)
• Escalation Management (Soft Skills)
• Problem Management (Hard Skills)
• Vendor Collaboration (Soft Skills)
• Capacity Planning (Hard Skills)

Job Summary: 

• Share information that leads to increased awareness about the client.
• Train and presentation to the organization on plans, challenges, and opportunities.
• Develop KBA and maintain RAID log.
• Handle risks that could impact services by assigning and deploying capacity to meet day-to-day situations (e.g., incidents, service requests, and change releases).
• Run the bridge and secure necessary resources to fix an incident to restore services/availability.
• Oversee the communication through regular updates.
• Prepare the PIR and RCA as the Problem Manager.
• Promote ITIL awareness, share information that leads to increased awareness about ITIL.

Skills on Resume:

• Client Awareness (Soft Skills)
• Training Delivery (Soft Skills)
• Knowledge Management (Hard Skills)
• Risk Handling (Hard Skills)
• Incident Management (Hard Skills)
• Communication Oversight (Soft Skills)
• Problem Analysis (Hard Skills)
• ITIL Promotion (Soft Skills)

Job Summary: 

• Responsible for the IT-related activities for the Parts and Vehicle Supply Chain capability area, involving definition, development, maintenance, and operation of systems, as well as for maintaining the area’s technological level up to date.
• Operate as the Release Train Engineer for the Parts and Vehicle Supply Chain Release Train.
• Implement capability/value stream technology strategy.
• Responsible for end-to-end delivery of sub-capability initiatives.
• Manage a diverse portfolio of products, projects, and enhancements to meet the technology strategy.
• Serve as an escalation point for issue and risk management.
• Ensure all delivery methodologies (projects/products) in the area are working efficiently and delivering value.
• Lead the team, providing opportunities for development and engaging with cross-LOB COE teams based on areas of responsibility (devcc, QA, etc.).
• Monitor and manage IT-related costs for a BU capability area.
• Manage talent within the capability team.
• Conduct demand management, capacity planning, and resource management for the capability area.

Skills on Resume:

• Technology Management (Hard Skills)
• Release Engineering (Hard Skills)
• Strategy Implementation (Hard Skills)
• Portfolio Management (Hard Skills)
• Risk Escalation (Soft Skills)
• Team Leadership (Soft Skills)
• Cost Management (Hard Skills)
• Resource Planning (Hard Skills)

Job Summary: 

• Partner with regional businesses for all IT Infrastructure/Digital Workplace-related topics and represent Schneider Digital, supporting the implementation of business and function strategy.
• Ensure efficient delivery of IT support, infrastructure, and digital workplace in line with Schneider Electric standards.
• Provide reviews on infrastructure/digital workplace project activities, global initiatives, and operational aspects to business partners across Schneider Digital.
• Integrate into the global Schneider Digital teams (e.g., practices, infrastructure, etc.).
• Perform initial infrastructure/digital workplace demand/project scope, cost, and value/benefit.
• Gather requirements for necessary infrastructure/digital workplace, what, when, and benefits, i.e., viability.
• Gather information from the business in terms of application ownership, sunsetting of applications or infrastructure, etc.
• Work with the business to prioritize demand in terms of value.

Skills on Resume:

• Business Partnership (Soft Skills)
• IT Infrastructure (Hard Skills)
• Service Delivery (Hard Skills)
• Global Integration (Soft Skills)
• Project Scoping (Hard Skills)
• Requirement Gathering (Hard Skills)
• Demand Prioritization (Hard Skills)
• Value Assessment (Hard Skills)

Job Summary: 

• Serve as a scrum master to help oversee the scrum activities and the development teams within the product.
• Manage Jira and connectivity to Jira.
• Provide project management function for all initiatives under the Manufacturing analytics and data management product, including PO management, financial tracking and communications.
• Serve as a Business Analyst working very closely with the product owner, the sites and the Life Cycle Management to evaluate, estimate and plan initiatives that fall under the product line.
• Work very closely with capital project teams during the planning phase to provide project execution overviews, estimates and resource planning for upcoming projects.
• Responsible for maintaining consistency of project delivery across the entire organization for the product line.
• Manage vendor engagement, onboarding, training and ongoing management.
• Work very closely with the product owner to identify opportunities and develop appropriate business cases.
• Work very closely with the product owner to manage Maintenance and Operation activities to ensure value realization.
• Work closely with the product owner to track budgets and ensure the value dashboard is maintained and updated monthly.

Skills on Resume:

• Scrum Leadership (Soft Skills)
• Jira Management (Hard Skills)
• Project Coordination (Hard Skills)
• Business Analysis (Hard Skills)
• Resource Planning (Hard Skills)
• Delivery Consistency (Hard Skills)
• Vendor Management (Soft Skills)
• Budget Tracking (Hard Skills)

Job Summary: 

• Support the Products and Services Head of Technology in team sizing and budgeting.
• Ensure initiatives and projects' financials (e.g., funding, time sheeting, forecasting and invoices) are managed, tracked, and processed in a timely fashion.
• Participate and contribute at leadership forums, including Business Partnering Forums (PWGs).
• Timely and insightful reporting on current and planned initiatives and overall technology strategy.
• Organize and lead backlog prioritization sessions with relevant manufacturing stream stakeholders.
• Ensure user stories are appropriately documented and sprint-ready for planning and sprint scoping sessions.
• Guide and ensure that the team is building clear and concise Product Backlog items, i.e., they contain quality plans, acceptance criteria and estimates.
• Coordinate product, sprint and releases and all other planning activities.
• Responsible for the delivery of projects, adaptations, and products, particularly through iterative and agile methodologies adopted by the product team.
• Understand the technical and commercial aspects of the different systems that are developed and supported by the team.
• Ensure all products are built to an appropriate level of quality and meet all aspects of the acceptance criteria.
• Facilitate the preparation of technical design documents and present new initiatives to the Design Council to obtain endorsements.
• Liaise with various project teams to ensure appropriate handover sessions are planned and appropriate documentation is available to transition support of production systems to the product team.

Skills on Resume:

• Financial Management (Hard Skills)
• Leadership Collaboration (Soft Skills)
• Progress Reporting (Hard Skills)
• Backlog Prioritization (Hard Skills)
• Story Documentation (Hard Skills)
• Sprint Coordination (Hard Skills)
• Agile Delivery (Hard Skills)
• Technical Oversight (Hard Skills)

Job Summary: 

• Provide planning and agile expertise across a broad range of activities, driving do-ability planning at a monthly and quarterly level, supporting the Engineering Managers and Projects in achieving accurate and timely plans.
• Champion the resolution of conflicts between teams/squads and manage identified dependencies with the broader IT function.
• Remove bottlenecks and drive a consistent flow of demand through the services.
• Ensure that the Service direction and change processes align with the wider change management frameworks, including dependency, risk and issue management.
• Use key metrics and insight data to measure workflow and value-driven throughput to promote a culture of continuous improvement.
• Deliver a constant flow of information to stakeholders in a timely manner to influence forecasting and decisions based on the capacity and capabilities at an enterprise level, including working with Transformation (Program/Project Management) to support the delivery of investment cases.
• Understand finance governance, including ensuring the IT and project budgets have accounted for all aspects of delivery across people, infrastructure and services.
• Champion best practice ways of working in line with IT operating models and enhance the Scrum Master capability within the existing teams to complement the responsibilities of IT and the transformation leadership team.

Skills on Resume:

• Agile Planning (Hard Skills)
• Dependency Management (Hard Skills)
• Bottleneck Resolution (Soft Skills)
• Change Alignment (Hard Skills)
• Performance Metrics (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Financial Governance (Hard Skills)
• Process Optimization (Hard Skills)

Job Summary: 

• Provide the most efficient, appreciated, and trusted digital workplace to millions of corporate workers.
• Elaborate user stories, assess value, develop business cases and prioritize.
• Ensure the Product is creating maximum value in alignment with the product strategy.
• Research new novel ways Nexthink’s Digital Experience Management platform can be used in conjunction with various IT technologies to drive benefit for the Employee and IT Team alike.
• Use technical expertise to build content packs that help customers improve their Digital Employee Experience.
• Advise the R&D teams with workplace-specific knowledge during the development of a catalog of self-help/self-healing workplace scripts and solutions.
• Contribute to the Product strategy and the launch of new Product features.
• Participate in Agile way of working, including the scrum meetings, grooming, sprint planning, stand-ups, retrospectives and demos.
• Follow competitors and keep up to date with the industry and the technologies affecting it.
• Collaborate with and advise the Solutions Consulting and Customer Success teams during customer engagements.

Skills on Resume:

• Digital Workplace (Hard Skills)
• Product Prioritization (Hard Skills)
• Value Optimization (Hard Skills)
• Technology Research (Hard Skills)
• Content Development (Hard Skills)
• R&D Collaboration (Soft Skills)
• Product Strategy (Hard Skills)
• Agile Participation (Soft Skills)

Job Summary: 

• Accountable for the effective delivery of Technology and Data infrastructure, underpinning TfL business and technical services, ensuring that all built services align with the strategy and meet the agreed acceptance criteria.
• Accountable for accurately quoting and detailed forecasting of the true costs of the deliverables, both in terms of initial Capex, and ongoing Opex, including licensing, lifecycle and 3rd party costs, ensuring that effective cross-charging is implemented and validated.
• Accountable for translating technical designs into appropriate work packages and effectively managing the delivery of those work packages, in accordance with TfL policies, standards and processes, leveraging the most appropriate delivery methodology and resources.
• Accountable for ensuring new and amended services are accepted into BAU support via the agreed Service Transition processes.
• Manage technical risk across complex program delivery to enable timeframes to be met and ensure technical teams work collaboratively to plan and mitigate the risk of conflicts within environments.
• Accountable for tracking progress of deliverables and reporting defined metrics to the Senior Service Performance Manager and Service Owner within agreed timescales, investments and requirements.
• Accountable for tracking and reporting on infrastructure delivered, amended, or decommissioned.
• Accountable for forecasting the anticipated technical support requirements and variants related to infrastructure delivery.
• Accountable for escalating any constraints or issues, with associated recommendations to the Senior Service Performance Manager and Service Owner for guidance.

Skills on Resume:

• Infrastructure Delivery (Hard Skills)
• Cost Forecasting (Hard Skills)
• Work Package Management (Hard Skills)
• Service Transition (Hard Skills)
• Risk Mitigation (Hard Skills)
• Progress Reporting (Hard Skills)
• Performance Tracking (Hard Skills)
• Issue Escalation (Soft Skills)

Job Summary: 

• Responsible for managing staff.
• Develop, mentor and provide guidance, training and motivation.
• Conduct regular one-on-one and staff meetings.
• Responsible for hiring, evaluating and counseling crew.
• Follow corporate disciplinary procedures per established Vanguard standards.
• Set performance standards, review performance, provide feedback, and recommend wage increases in accordance with all applicable Human Resources policies and procedures.
• Responsible for delivering software releases relating to the investment product for the business units.
• Work with business clients to determine the scope and develop environmental requirements for each project.
• Work closely with management to develop and implement staffing and operational plans.
• Participate in the development of short and long-term department goals.
• Monitor and report on service delivery metrics and overall performance.

Skills on Resume:

• Staff Management (Soft Skills)
• Team Mentoring (Soft Skills)
• Performance Evaluation (Hard Skills)
• Hiring Process (Hard Skills)
• Disciplinary Management (Soft Skills)
• Software Delivery (Hard Skills)
• Project Scoping (Hard Skills)
• Service Monitoring (Hard Skills)

Job Summary: 

• Develop and implement changes to department policies and procedures to meet changing business needs and to achieve department objectives.
• Identify opportunities for continuous improvement.
• Work with senior management in the planning, development, and execution of short and long-range goals.
• Present status, metrics, and department initiatives at meetings with management and project peers.
• Maintain relationships with technical teams, IT, and business partners.
• Participate in the development of the department budget.
• Review expenses and ensure the department operates within budgetary guidelines.
• Maintain a comprehensive understanding of Investment Management business functions.
• Combine technical and functional knowledge to produce highly functional solutions to Investment Management business problems.
• Ensure staff complies with information technology and information security policies and procedures, and verifies that deliverables meet requirements.

Skills on Resume:

• Policy Development (Hard Skills)
• Continuous Improvement (Hard Skills)
• Strategic Planning (Hard Skills)
• Performance Reporting (Hard Skills)
• Stakeholder Relations (Soft Skills)
• Budget Management (Hard Skills)
• Business Analysis (Hard Skills)
• Compliance Oversight (Hard Skills)

Job Summary: 

• Lead a team of resources to deliver IT services on time and within budget, maintaining end-to-end accountability for overall delivery and customer satisfaction.
• Work with the IT leadership team and colleagues to determine necessary activities to successfully deliver IT services throughout the business and contribute to the wider goals of IT Services and strategy.
• Ensure the right type and number of resources required to fulfill the service requirements or customer demand are available and in place.
• Deliver customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution and serving as an escalation point.
• Understand the pipeline of demand and work to ensure an appropriate supply of resources.
• Responsible for service delivery, reporting and optimizing processes through continuous improvement.
• Manage multiple and conflicting priorities in a timely and sensitive way, with full transparency to the IT Service Delivery Manager.
• Manage and lead stakeholders towards solutions while helping them understand resource constraints and prioritization conflicts.
• Occasionally manage supporting technology vendors and lead elements of technology and service delivery projects.
• Generate, maintain and communicate Key Performance Indicators and other metrics relating to the IT Service Desk function.
• Fully comply with Roke’s policies and procedures.
• Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business.

Skills on Resume:

• Service Delivery (Hard Skills)
• Team Leadership (Soft Skills)
• Resource Management (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Demand Planning (Hard Skills)
• Process Optimization (Hard Skills)
• Stakeholder Management (Soft Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Drive long-term infrastructure strategies within the organization.
• Drive and ensure delivery of LCM programs across various service towers within Hosting Services.
• Work with Service owners /towers to provide transparency into the Hosting services book of work and to assist with prioritizing all work.
• Develop strong working relationships and increase engagement/collaboration with peers to drive technology roadmaps for Infrastructure Hosting Services.
• Ensure all technical solutions for existing/upcoming audit points are viable with a clear and defined process for deployment.
• Ensure all End-of-Life components are highlighted for their technology with a clear roadmap and an LCM plan.
• Manage delivery by technical teams to ensure that delivery expectations are met.
• Analyze delivery metrics, review with clients and implement tactical, tool and process improvements to enhance delivery performance.
• Lead and coordinate planned Infrastructure maintenance events.
• Work closely with Technology Business Partners (TBP) and Service owners, provide support and aid with the delivery of hosting products and services.

Skills on Resume:

• Infrastructure Strategy (Hard Skills)
• Program Delivery (Hard Skills)
• Work Prioritization (Hard Skills)
• Collaboration Building (Soft Skills)
• Audit Compliance (Hard Skills)
• Lifecycle Management (Hard Skills)
• Performance Analysis (Hard Skills)
• Maintenance Coordination (Hard Skills)

Job Summary: 

• Lead cross-functional teams, including internal resources and third parties/vendors, in daily stand-ups, iteration planning and reviews while monitoring the product delivery and team progress.
• Identify and manage risks, mitigate impediments, and negotiate dependencies within and across teams to assist the team in meeting deliverable commitments.
• Collaborate with Product Owners and Technical team members.
• Understand business problems, products and ensure user work is defined, prioritized, and delivered on target scope.
• Promote and maintain open and clear lines of communication with team members and stakeholders to ensure the team’s success.
• Manage agile development tools to support product backlog, sprint workload, team capacity, and test plans.
• Manage post-release product incidents to resolution and conduct root cause/corrective action follow-up activities.
• Create, maintain, and communicate a status document for inclusion in the IT initiative portfolio and dashboards.

Skills on Resume:

• Cross-Functional Leadership (Soft Skills)
• Risk Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Requirement Prioritization (Hard Skills)
• Communication Management (Soft Skills)
• Agile Tool Management (Hard Skills)
• Incident Resolution (Hard Skills)
• Status Reporting (Hard Skills)

Job Summary: 

• Lead all operational and daily activities of assigned resources to ensure customers receive an effective and timely resolution of all issues in compliance with the established SLAs.
• Identify and implement opportunities to automate repeatable tasks to streamline Service Desk operations.
• Monitor the daily volume of tickets generated and help prioritize the backlog to ensure it is kept to a minimum, and all issues and requests are resolved in a timely manner with the highest customer satisfaction.
• Research, identify, and develop key service level targets, metrics and reports that measure the quality and effectiveness of services.
• Evaluate performance regularly to ensure a high level of client satisfaction, quality and ensure the majority of the tickets are resolved at first contact.
• Review the incident and request tickets for quality, content, proper work notes, routing, first-call resolution, and problem detection.
• Ensure proper management, prioritization, and triage of incoming tickets.
• Lead the day-to-day operations of the IT Service Desk with a strong emphasis that all processes used by the Service Desk are thoroughly documented, audited, maintained, and followed.
• Create dashboards regarding ticket trends, service level agreements, average ticket resolution time, and develop metrics to evaluate technical issue response time and resolutions.
• Responsible for the development and maintenance of standardized work practices and processes that support IT Service Desk and End User Device Management activities, including deployment and technical management of End User Device refresh strategies to maintain the currency and reliability of desktop devices.

Skills on Resume:

• Service Desk Management (Hard Skills)
• Process Automation (Hard Skills)
• Ticket Prioritization (Hard Skills)
• Performance Monitoring (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Quality Review (Hard Skills)
• Operational Leadership (Soft Skills)
• Metrics Development (Hard Skills)

Job Summary: 

• Work outside of normal business hours (weekend shifts, holidays, and evenings).
• Work in the event a Major Incident is identified requiring resolution facilitation and/or communications.
• Create a positive work environment, provide technical and professional mentorship to team members, and actively work to create strong business and employee relations.
• Provide technical hands-on support of the user desktop environment, including Windows 10, O365, Adobe Acrobat, and collaboration technologies such as Zoom, Teams, Jabber, etc.
• Work with AD or Windows Server 2016 and higher, along with MS Exchange Management Console.
• Create training plans/documentations and provide live training for IT Systems used by Bayshore employees.
• Capture relevant documentation within the Knowledge Base in ServiceNow.
• Provide in-depth technical expertise and support across the lifecycle management of all endpoints such as Desktops, Laptops, Micros, iPhones, Androids, Conference Room Equipment, etc.
• Provide inventory control and lifecycle asset management for end-user computing devices.
• Participate in inventory integrity audits and reviews, prepare detailed reports for inventory validation, and execute asset procurement activities.
• Work with relevant IT and Business stakeholders as part of broader technology initiatives and implementations, playing a service deployment role such as OS upgrades, security software upgrades, major app roll-out and hardware upgrades.
• Perform diagnosis, repair and replace hardware such as motherboards, RAM, Laptop screens, keyboards, CPUs, USB ports, etc.

Skills on Resume:

• Incident Support (Hard Skills)
• Team Mentorship (Soft Skills)
• Technical Support (Hard Skills)
• Server Administration (Hard Skills)
• IT Training (Soft Skills)
• Knowledge Management (Hard Skills)
• Asset Management (Hard Skills)
• Hardware Repair (Hard Skills)

Job Summary: 

• Responsible for the flawless execution of clients’ projects, together with overall management of the projects and the team of Senior Technicians.
• Ensure all elements of the Clients’ projects are delivered on time, within scope and within budget.
• Measure project performance using appropriate tools and techniques.
• Report and escalate to management.
• Successfully manage relationships with clients and stakeholders.
• Perform risk management to minimize project risks.
• Establish and maintain relationships with third parties/vendors.
• Create and maintain comprehensive project documentation.
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.

Skills on Resume:

• Project Execution (Hard Skills)
• Time Management (Hard Skills)
• Performance Measurement (Hard Skills)
• Risk Management (Hard Skills)
• Client Relations (Soft Skills)
• Stakeholder Management (Soft Skills)
• Vendor Coordination (Soft Skills)
• Project Documentation (Hard Skills)

Job Summary: 

• Oversee and keep up to date with all team duties, ensuring delivery milestones are met and the team is proactive and fully engaged.
• Maintain and develop positive working relationships with stakeholders and colleagues.
• Collaborate with them to define and refine requirements, backlogs and priorities.
• Support and empower multi-disciplined teams, ensuring they are motivated, collaborative and working well together.
• Identify and manage risks, ensuring delivery to agreed timescales.
• Facilitate, coordinate and manage ceremonies such as planning, refinement, stand-ups and retrospectives.
• Encourage and foster a culture of continuous improvement, championing an agile mindset across the team and into the wider business.
• Oversee successful delivery into production, identifying obstacles and helping the team to overcome them.

Skills on Resume:

• Team Leadership (Soft Skills)
• Stakeholder Collaboration (Soft Skills)
• Backlog Management (Hard Skills)
• Team Empowerment (Soft Skills)
• Risk Management (Hard Skills)
• Agile Facilitation (Hard Skills)
• Continuous Improvement (Hard Skills)
• Delivery Oversight (Hard Skills)

Job Summary: 

• Work with program leadership to define initiatives to implement the transformation roadmap.
• Drive scoping and planning of initiatives, facilitating solution, estimation and execution planning.
• Facilitate buy-in to the plan by the tribe and key business stakeholders.
• Create and manage an operating rhythm for the tribe.
• Effectively execute delivery from analysis, design, development, through to QA and delivery into program end-to-end activities.
• Proactively manage project risks, issues and dependencies, ensuring mitigation and management plans are effective, up-to-date and followed up.
• Manage the transition of initiatives into operational mode.
• Develop strong working relationships with leaders of other teams and tribes, including UX, EA, Change Management, and QA, in order to achieve the objectives of the tribe and the broader program.
• Drive engagement and motivation of all tribe members to maximize their buy-in and performance.
• Continuously seek and act on feedback from inside and outside of the tribe on improving how it operates.
• Contribute to improving and streamlining business processes and requirements.

Skills on Resume:

• Transformation Planning (Hard Skills)
• Scope Management (Hard Skills)
• Stakeholder Alignment (Soft Skills)
• Operational Rhythm (Hard Skills)
• End-to-End Delivery (Hard Skills)
• Risk Mitigation (Hard Skills)
• Transition Management (Hard Skills)
• Team Engagement (Soft Skills)

Job Summary: 

• Manage and evaluate the overall delivery of the team and act to address issues.
• Serve in a Scrum Master role.
• Ensure the team has a well-defined backlog of valuable work.
• Work with the product owner and team members to prioritize initiatives and sprint releases.
• Remove obstacles and roadblocks that impact the performance of the team.
• Work with the business partners and team to translate the business strategy or roadmap into backlog items.
• Ensure that the team applies the best software engineering practices, including, but not limited to, test-driven development, peer reviews, continuous integration and deployment practices, unit and regression test automation, a comprehensive approach to addressing NFR, adherence to standards, a comprehensive definition of done, team retrospectives, etc.
• Demonstrate creativity and innovation in applying solutions for the benefit of the customer/stakeholder; promote the same within the team.
• Use metrics and tools to understand team performance and efficiency, and take actions to improve the efficiency of the team.

Skills on Resume:

• Team Oversight (Soft Skills)
• Scrum Facilitation (Hard Skills)
• Backlog Management (Hard Skills)
• Sprint Prioritization (Hard Skills)
• Obstacle Removal (Soft Skills)
• Engineering Standards (Hard Skills)
• Innovative Thinking (Soft Skills)
• Performance Analysis (Hard Skills)

Job Summary: 

• Work with their manager to ensure strong and diverse talent is in place to meet business needs and goals.
• Mentor, coach, and inspire team members to higher levels of performance.
• Ensure development plans are focused on enhancing skills and expertise needed within the team.
• Identify and address skills gaps in the team that may impact its ability to meet business needs.
• Identify and promote pairing/cross-training opportunities to enrich the expertise of the team and limit constraints or deficits of specific skills across the organization.
• Conduct regular reviews of each team member’s plan and ensure the team member is progressing and addressing skill development needs.
• Work with colleagues to review the operation and effectiveness of resourcing programs within the organization and contribute ideas for changes and improvements.
• Maintain up-to-date knowledge of a broad range of emerging technology trends.
• Identify opportunities where technology might be deployed to deliver business improvements and competitive advantage.

Skills on Resume:

• Talent Management (Soft Skills)
• Team Mentoring (Soft Skills)
• Skill Development (Hard Skills)
• Gap Analysis (Hard Skills)
• Cross-Training (Soft Skills)
• Performance Review (Hard Skills)
• Technology Awareness (Hard Skills)
• Innovation Opportunities (Soft Skills)

Job Summary: 

• Act as lead subject matter expert and lead in the execution of technology projects.
• Ensure that projects are completed within the constraints of scope, cost, and time.
• Hold the teams to the highest standards, project/program discipline and accountability.
• Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through proper resource allocation across teams.
• Maintain end-to-end accountability for business partners’ satisfaction and overall delivery excellence, focused on Corporate areas.
• Responsible for Project financial management and reporting and optimizing processes.
• Communicate with stakeholders to understand business objectives and prioritize initiatives based on overall business strategy.
• Support business partners and enable them to articulate the technology needs and requirements in their function that will advance business performance.
• Partner with business and IT leaders to evaluate proposals, build business cases, and plan new joint initiatives, and determine how they fit into business capability roadmaps and priorities.
• Communicate effectively with business and IT teams to evaluate alternative business and IT solutions.
• Deliver new technology solutions and capabilities in accordance with the roadmap and ensure that they meet established objectives and expectations of business partners.
• Bring outside-in or fresh perspectives into the organization by routinely meeting with end customers/consumers, industry peers, and other external sources.
• Ensure continuous improvement in technical delivery models, value optimization, IT performance, and business processes.
• Proactively identify business capability and IT service gaps and contribute to improvement efforts.

Skills on Resume:

• Technical Leadership (Hard Skills)
• Project Management (Hard Skills)
• Resource Allocation (Hard Skills)
• Delivery Excellence (Soft Skills)
• Financial Reporting (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Business Alignment (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Oversee the design and implementation of Application and DevOps cloud solutions for customers.
• Guide the delivery team members to ensure they are meeting customer expectations.
• Provide hands-on technical guidance, mentoring, and leadership to the delivery team.
• Communicate daily with customers to provide solutions and solve problems.
• Architect and implement Amazon Web Services-based solutions.
• Assist the Director of Operations in determining staffing needs and make appropriate hiring recommendations.
• Manage and communicate expectations to team members and stakeholders in a timely and clear fashion.
• Seek opportunities to increase customer satisfaction and deepen customer relationships.

Skills on Resume:

• Cloud Architecture (Hard Skills)
• Team Leadership (Soft Skills)
• Technical Mentorship (Soft Skills)
• Customer Communication (Soft Skills)
• AWS Implementation (Hard Skills)
• Staffing Support (Hard Skills)
• Expectation Management (Soft Skills)
• Customer Relations (Soft Skills)

Job Summary: 

• Coach, mentor, and motivate team members to promote accountability and a deep sense of urgency for work.
• Encourage innovation, outside-the-box thinking, and teamwork.
• Identify and resolve issues and conflicts within project teams.
• Understand product and customer requirements and propose solutions.
• Participate in proposals and bids for opportunities.
• Mentor team members on career growth.
• Track time thoroughly and accurately.
• Represent Jelecos in customer-facing events and sales activities.
• Constant focus on automation and innovation.

Skills on Resume:

• Team Mentorship (Soft Skills)
• Innovation Promotion (Soft Skills)
• Conflict Resolution (Soft Skills)
• Solution Design (Hard Skills)
• Proposal Support (Hard Skills)
• Career Coaching (Soft Skills)
• Time Management (Hard Skills)
• Customer Representation (Soft Skills)

Job Summary: 

• Manage the ongoing business relationship with IT Vendors.
• Act as the primary point of contact for vendor contract-related issues.
• Perform periodic audits to ensure the vendor is charging negotiated contract prices.
• Conduct internal surveys to measure satisfaction with vendor service levels.
• Monitor vendor performance, intervening when performance falls below an acceptable threshold.
• Work with vendors to identify/implement process improvement.
• Perform market analysis to ensure the vendor is providing the best overall value.
• Deliver periodic analysis and reports for internal stakeholders.
• Track and report on vendor financials, risk, compliance and performance.
• Develop vendor performance goals and incorporate them into contracts.
• Research, identify and implement best-practice methodologies to extract value from strategic vendors.
• Provide educational resources for internal staff members.
• Establish internal and external processes and policies for Vendor Management.

Skills on Resume:

• Vendor Management (Hard Skills)
• Contract Administration (Hard Skills)
• Performance Monitoring (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Process Improvement (Hard Skills)
• Market Analysis (Hard Skills)
• Relationship Building (Soft Skills)
• Risk Compliance (Hard Skills)

Job Summary: 

• Maintain positive relationships with customers.
• Identify customer needs and oversee service delivery within the business context.
• Lead the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently while helping them understand resource constraints and prioritization.
• Juggle multiple and conflicting priorities in a timely and sensitive way, with full transparency to the ETSj and ETS-Asia organization.
• Manage finances and budgets.
• Determine ways to reduce costs without sacrificing customer satisfaction.
• Assess customer feedback and use creativity to establish, improve, and refine services.
• Remain organized and meet deadlines.
• Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

Skills on Resume:

• Customer Relations (Soft Skills)
• Needs Assessment (Hard Skills)
• Team Leadership (Soft Skills)
• Conflict Management (Soft Skills)
• Financial Management (Hard Skills)
• Cost Optimization (Hard Skills)
• Service Improvement (Hard Skills)
• Partnership Building (Soft Skills)

Job Summary: 

• Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams.
• Initiate, build and sustain productive relationships.
• Serve as an escalation point for customer concerns if/when they arise.
• Identify an appropriate resolution to achieve client satisfaction in a timely manner.
• Help develop the ETSj strategy and plan that best leverages resources and strategies to meet customer expectations.
• Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget.
• Enforce standard methodologies, processes and tools.
• Evaluate and identify potential redundant applications, infrastructure and tools.

Skills on Resume:

• Delivery Optimization (Hard Skills)
• Relationship Management (Soft Skills)
• Customer Escalation (Soft Skills)
• Issue Resolution (Soft Skills)
• Strategic Planning (Hard Skills)
• Program Delivery (Hard Skills)
• Process Enforcement (Hard Skills)
• System Evaluation (Hard Skills)

Job Summary: 

• Review SOW contractual SLAs with service teams.
• Escalate point for the team as well as for all services and inquiries.
• Deliver the weekly operations deck.
• Conduct performance review sessions with the customer every other week and assist in the monthly and quarterly business review.
• Validate, track, and manage project requests for out-of-scope services and large quantities of in-scope services.
• Upload Finance reports to the client on a monthly basis.
• Track all account Action items.
• Review the monthly performance review deck with service management.

Skills on Resume:

• SLA Review (Hard Skills)
• Escalation Management (Soft Skills)
• Operations Reporting (Hard Skills)
• Performance Reviews (Soft Skills)
• Scope Management (Hard Skills)
• Financial Reporting (Hard Skills)
• Action Tracking (Hard Skills)
• Service Governance (Hard Skills)

Job Summary: 

• Assist teams in defining and documenting new/modified processes.
• Interface with the Quality Management team for the account.
• Identify key delivery parameters, milestones, and track program-level status.
• Facilitate effective communication, interaction, and support between the customer and delivery teams.
• Provide proactive and retrospective metrics and analytical reporting to internal customers and client executives.
• Navigate a matrix organization, both client and service.
• Take the lead role in managing customer relationships.
• Resolve escalated problems to maintain strong customer experience levels.

Skills on Resume:

• Process Documentation (Hard Skills)
• Quality Coordination (Hard Skills)
• Milestone Tracking (Hard Skills)
• Team Communication (Soft Skills)
• Data Reporting (Hard Skills)
• Matrix Navigation (Soft Skills)
• Customer Relationship (Soft Skills)
• Issue Resolution (Soft Skills)

Job Summary: 

• Lead Essilor IT Helpdesk team to support Great China business functions (incl. EGC Offices and JVs).
• Work closely with business partners to understand their needs and make sure IT services/solutions are delivered in a timely manner.
• Work closely with the Essilor Global IT community to get alignment and necessary support.
• Track and drive SLA compliance for all incidents and requests, ensuring all breached records are followed up with the responsible operation teams across GTS.
• Responsible for ITSM processes and related services across the Essilor Great China region.
• Responsible for developing and implementing standards, policies and practices, ensuring ongoing process improvement in all areas of the Workforce Platforms and Services department.
• Manage the full lifecycle of purchase requests for products and services from submission to closure.
• Own customer operational relationship develops and nurtures excellent customer satisfaction.

Skills on Resume:

• Helpdesk Management (Hard Skills)
• Business Partnership (Soft Skills)
• Global Collaboration (Soft Skills)
• SLA Management (Hard Skills)
• ITSM Administration (Hard Skills)
• Process Improvement (Hard Skills)
• Procurement Management (Hard Skills)
• Customer Satisfaction (Soft Skills)

Job Summary: 

• Facilitate the onboarding of new services to be ready for production support.
• Prepare weekly, monthly and quarterly Service Dashboard/reporting for both internal and customer-facing.
• Actively seek areas for proactive improvement that realize efficiencies or improve the service delivery offering.
• Provide continuous IT productivity coaching and development opportunities to help employees have stronger IT knowledge.
• Conduct problem investigation, drive outstanding problem tasks to closure, and produce RCA report.
• Responsible for tooling administration, keeping components updated, such as the Service Catalog and CMDB.
• Work with Global IT teams, functional owners and vendors to deliver consistent service throughout the EGC region.
• Responsible for being the SPOC for any process escalation and user feedback.

Skills on Resume:

• Service Onboarding (Hard Skills)
• Performance Reporting (Hard Skills)
• Service Improvement (Hard Skills)
• IT Coaching (Soft Skills)
• Problem Resolution (Hard Skills)
• Tool Administration (Hard Skills)
• Global Coordination (Soft Skills)
• Process Escalation (Soft Skills)

Job Summary: 

• Represent Contact Center needs within IT and across other departments.
• Contact for Contact Center day-to-day operations.
• Ensure escalations from the Contact Center are handled with the proper priority and support to reduce business impact.
• Work closely with Global IT and across the other regions at Electrolux to bring enterprise solutions to North America.
• Develop and execute a technology roadmap for the Contact Center, including supporting the Contact Center business team to identify ROI and secure funding.
• Lead the planning of the integration of work packages; this will include overall planning, coordination and scheduling of all IT delivery projects.
• Manage an IT Master Plan to align with project requirements.
• Prepare the necessary project PMO documents.
• Create a master work breakdown structure, master schedule, and coordinate project implementation within the overall project.
• Oversee risk, issue, and scope change management processes related to the IT deliverables.

Skills on Resume:

• Contact Center Support (Hard Skills)
• Escalation Management (Soft Skills)
• Global Collaboration (Soft Skills)
• Technology Roadmap (Hard Skills)
• Project Planning (Hard Skills)
• Master Scheduling (Hard Skills)
• Risk Management (Hard Skills)
• PMO Documentation (Hard Skills)

Job Summary: 

• Contact for the delivery of change and 3rd line support under the application domain of “Integration”.
• Act as a gatekeeper for the technical integrity of the solutions provided for the business.
• Plan, coordinate and oversee the technical and engineering activities for the applicational domain or ecosystem assigned.
• Responsible for planning engineering activities and overseeing the efficient running of sprints, including providing supervision and guidance to other engineers.
• Responsible for managing the backlog while ensuring that the requirements are feasible and that a reasonable timeline of actionable events is laid out before any development begins.
• Help the team ship software that works as expected, on schedule and within budget.
• Build and maintain motivated teams, making sure there is an iterative plan to work towards.
• Protect the team and make sure there is effective collaboration, communication and focus with the bigger picture in mind.
• Coach team members and others whilst facilitating continuous improvement and applying the most appropriate agile and lean tools and techniques for the environment.
• Proactively manage dependencies, overcome obstacles and get the best value against constraints.
• Manage risks, budgets and customers and the business.

Skills on Resume:

• Integration Management (Hard Skills)
• Technical Governance (Hard Skills)
• Engineering Coordination (Hard Skills)
• Sprint Planning (Hard Skills)
• Backlog Management (Hard Skills)
• Team Leadership (Soft Skills)
• Agile Coaching (Soft Skills)
• Risk Management (Hard Skills)

Job Summary: 

• Manage and monitor spend on incidents outside of fixed contracts and identify opportunities for cost savings.
• Manage external partners and suppliers to drive performance and control assigned budgets.
• Conduct regular Service Level Meetings to validate vendor performance.
• Ensure that solutions adhere to the Disaster Recovery agreed standards.
• Assess the impact and potential damage of proposed changes and facilitate efficient implementation.
• Report on performance indicators, uptime, incidents, changes, patch levels, etc.
• Take care of delivery initiatives supporting ROCHE and GENENTECH business users to ensure the implementation of them will be finished according to the arrangements.
• Use previous experience and provided training will build, maintain and manage relations with Business Partners as well as identify Business Partners' requirements concerning the application and service development, consulting and proposing solutions and accountability for their delivery.

Skills on Resume:

• Cost Management (Hard Skills)
• Vendor Oversight (Soft Skills)
• Performance Reporting (Hard Skills)
• Disaster Recovery (Hard Skills)
• Change Assessment (Hard Skills)
• Service Monitoring (Hard Skills)
• Business Partnership (Soft Skills)
• Solution Delivery (Hard Skills)

Job Summary: 

• Define and maintain IT service definitions.
• Develop an IT services catalog for service orders.
• Ensure service costs are recovered through the service price.
• Formalize service fulfillment processes.
• Implement tools to monitor and report on service performance.
• Responsible for project managing the development and implementation of new services or service enhancements.
• Engage with third-party providers/suppliers to drive competitive pricing.
• Support typically 4-6 clients, when things return to normal, working on site 3-4 days a week (all clients within a one-hour radius of Cambridge), but currently working remotely from home/the office.
• Ensure clients receive a consistently high level of IT support services and take ownership of the day-to-day operational IT needs.
• Responsible for project managing clients’ IT projects, ensuring they are delivered on time and to the agreed budget.
• Responsible for procurement and purchasing of hardware, software and licensing and agreed by the client.
• Own support escalation issues from the Service Desk and the Support Team and resolve them.

Skills on Resume:

• Service Definition (Hard Skills)
• Catalog Management (Hard Skills)
• Cost Recovery (Hard Skills)
• Process Formalization (Hard Skills)
• Performance Monitoring (Hard Skills)
• Project Management (Hard Skills)
• Vendor Engagement (Soft Skills)
• Client Support (Soft Skills)