• Triage major incidents and communicate updates to stakeholders.
• Guide the Operate teams on the incident management process.
• Ensure adherence to the incident management process.
• Engage the appropriate technical and support staff from relevant teams.
• Review the recovery procedure and approve the recovery steps provided by subject matter experts.
• Track incidents throughout their lifecycle and communicate status updates periodically to relevant stakeholders.
• Facilitate incident resolution and closure.
• Initiate the problem fix process after incident resolution and hand over the problem to the Problem Management team.
• Conduct Post Incident Reviews and RCAs for major incidents, including incident handling, to identify gaps and share learnings with other teams.
• Drive incident pattern analysis to identify areas for improvement.

Skills: Incident Management, Stakeholder Communication, Process Adherence, Cross-Functional Collaboration, Recovery Procedure Review, Incident Tracking, Root Cause Analysis, Continuous Improvement

• Act as a Business Partner IT Liaison for external stakeholders, including Fortune 500 companies, to support technical needs, projects, and new technologies.
• Partner with internal and external stakeholders to ensure effective technology solutions.
• Align IT services and tools with internal stakeholder priorities.
• Proactively identify opportunities where technology can bring benefits, improve efficiency, and enhance business effectiveness.
• Collaborate with business leadership and key stakeholders to prioritize projects.
• Ensure investment in technology solutions aligns with business goals and delivers tangible business value.
• Oversee program and project implementation, manage schedule changes, and communicate status and risks to business stakeholders.
• Collaborate with deployment teams to plan, execute, and deliver solutions.
• Engage with external vendors.
• Manage stakeholder expectations effectively.

Skills: Business Partnering, Stakeholder Management, IT Alignment, Solution Delivery, Project Management, Vendor Management, Process Improvement, Risk Management

• Contribute directly to the strategy, development, and quality of IT Service Management and the company's service delivery capability.
• Own specific IT services and ensure their effective delivery, management, and improvement to meet company and client needs.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short- and long-term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap, and strategic direction.
• Facilitate problem-solving and collaboration.
• Coordinate with internal and external teams (onsite and offshore).
• Establish meeting times, places, and agendas, and ensure discussions and decisions lead to closure.

Skills: IT Service Management, Service Delivery, KPI Reporting, Process Improvement, Strategic Planning, Cross-Team Collaboration, Problem Solving, ITIL Leadership

• Develop, publish, and maintain technical system documentation.
• Analyze the business requirements of all departments to determine their needs.
• Apply knowledge of IT change management methodologies and independent verification and validation processes for IT systems.
• Evaluate change proposals against baselines and processes.
• Install operating system upgrades and patches in test and production environments.
• Conduct vendor evaluations and make recommendations.
• Assist with the preparation of budgets for IT systems, services, and applications.
• Monitor hardware and supporting software to ensure resources are available and utilized effectively.
• Provide technical support and customer service directly to end users through a ticketing system, telephone, electronic communication, and remote screen sharing.
• Troubleshoot, diagnose, and resolve system problems and issues promptly, engaging vendor support.

Skills: System Documentation, Business Analysis, Change Management, System Upgrades, Vendor Management, Budget Planning, Technical Support, Troubleshooting

• Make reasonable accommodations to enable individuals with disabilities to perform the essential functions.
• Understand Windows client and server architectures.
• Troubleshoot issues related to enterprise software and integrations.
• Assist with system and user testing of various enterprise software.
• Develop relevant metrics, publish the performance of services provided, and enable continuous improvement in collaboration with peer groups.
• Manage projects, develop project plans, and monitor ongoing performance.
• Perform imaging using proprietary Microsoft tools.
• Manage Microsoft Active Directory and Group Policy Objects for endpoint computing.
• Actively lead regular reviews with the client, ensuring all delivery commitments and deliverables are provided as per the contract.
• Compose, deliver, and track client status reports and delivery scorecards.
• Perform problem-solving on the fly with the ability to context switch rapidly.
• Develop processes, best practices, standards, and data compliance frameworks.

Skills: Accessibility Support, Windows Administration, Software Troubleshooting, Testing Support, Performance Metrics, Project Management, Active Directory, Client Reporting

• Provide service and supplier governance.
• Develop, refine, and enhance processes that support the enterprise function’s varied environments.
• Manage service performance delivered by both internal and external service providers for enterprise functions.
• Develop and maintain relationships with procurement and service design teams for contract management and change to ensure continued service availability.
• Challenge change requests to ensure system stability and retain service availability.
• Lead Post Incident Reviews (PIR) following major incidents relating to enterprise services.
• Manage internal service reporting and sponsor service delivery meetings relating to enterprise services.
• Identify and remove all obstacles to customer satisfaction and financial performance.
• Follow up on poor service provider performance through time-bound deliverables stored within an associated action log.
• Manage and identify service improvement activities with internal clients, business functions, and internal/external service providers.

Skills: Service Governance, Process Improvement, Performance Management, Contract Management, Change Control, Incident Review, Service Reporting, Service Improvement

• Negotiate service level requirements, agree on service levels, and ensure that service delivery meets those levels.
• Create and maintain a catalogue of available services.
• Diagnose service delivery problems and initiate actions to maintain or improve levels of service.
• Establish and maintain operational methods, procedures, and facilities in the assigned area of responsibility and review them regularly for effectiveness and efficiency.
• Ensure that appropriate action is taken to anticipate, investigate, and resolve problems in systems and services.
• Ensure that problems are fully documented within the relevant reporting systems.
• Coordinate the implementation of agreed remedies and preventative measures.
• Analyze patterns and trends.
• Provide customer service, including technical advice and guidance on all matters related to the successful use of complex products and services.
• Help customers clarify their requirements, document the conclusions reached, and contribute to preparing and supporting bids and sales proposals.

Skills: Service Level Management, Service Catalog, Problem Diagnosis, Process Optimization, Problem Management, Root Cause Analysis, Trend Analysis, Customer Support

• Manage day-to-day operations of all applications in scope, including performance, integrity, and security, reporting service levels, and tracking KPIs.
• Run the service delivery processes, including incident management, problem management, change management, capacity management, and crisis management.
• Enforce the client's IT policies, processes, guidelines, IT operation procedures, and standards for compliance.
• Act as the point of contact for the distributed client team across multiple geographical locations and the Accenture team across multiple geographical locations.
• Create and execute continuous improvement programs during delivery to increase the team's efficiency.
• Avoid unnecessary conflicts and know how to escalate issues.
• Adjust to people, culture, policies, and situations.
• Influence the actions, behavior, and opinions of others by appealing to reason or understanding.
• Participate in monthly reviews and governance meetings.
• Coordinate QA, audit, financial management, and asset management.

Skills: Application Management, Service Delivery, Policy Compliance, Global Collaboration, Continuous Improvement, Conflict Resolution, Stakeholder Influence, Governance Management

• Identify and interface with key stakeholders from across the organization to ensure efficient design of technology.
• Ensure that all Tools Design & Architecture processes and documents are kept fit for purpose, up to date, published, and reviewed regularly.
• Provide status reporting of team activities against the plan or schedule, and inform of task accomplishment, issues, and status.
• Interact and interlock with identified onsite and offshore technical leads for each deliverable.
• Support the technical lead of each deliverable in development and integration by ensuring collaboration with their sub-team for successful completion.
• Ensure deliverables are prepared to satisfy the project requirements and schedule.
• Coordinate and track reviews, documentation, and test activities.
• Serve as a focal point to communicate and resolve interface and integration issues with other teams.
• Escalate issues that cannot be resolved by the team.
• Coordinate meetings with functional management to discuss project impediments, needed resources, or issues and delays in completing tasks.
• Coach and help develop team members, and ensure they have the necessary education and training to effectively participate on the team.

Skills: Stakeholder Management, Architecture Governance, Status Reporting, Cross-Team Collaboration, Deliverable Management, Issue Resolution, Project Coordination, Team Coaching

• Act as the single point of contact for customers and remain available for all operational events and escalations.
• Lead the 24/7 Day-2 support team on technical matters to align with customer expectations and contractual obligations.
• Plan, monitor, and deliver operational tasks in a timely and successful manner.
• Understand support contract types for each customer and deliver services in line with the agreed scope and SLAs.
• Build and maintain relationships with vendors and partners to resolve product support issues and manage customer expectations.
• Drive all technical escalations and manage customer interactions effectively to achieve resolution.
• Foster team collaboration with support engineers and provide mentoring on support delivery.
• Develop and maintain standard operating procedures, technical documentation, and knowledge base content.
• Conduct postmortems and root cause analyses to identify issues clearly and implement prevention strategies.
• Produce RCA and incident reports for all high-severity and priority incidents, presenting them confidently to customers.
• Engage actively with cross-functional teams to coordinate and represent the organization as a unified partner, improving overall support functionality.

Skills: Customer Escalation Management, 24/7 Support, Operational Delivery, SLA Management, Vendor Relations, Technical Leadership, Root Cause Analysis, Cross-Functional Collaboration

• Work hands-on with technology to ensure the timely resolution of incidents and completion of projects.
• Assist with or lead the technical design and architecture aspects of preparing proposals.
• Prepare CIO Review (annual budget) and provide best practice recommendations.
• Include hardware and software upgrades, warranties, and end-of-support-life products in budget recommendations.
• Provide incident management direction for the support team and clients during high-profile production issues.
• Perform quality control and issue identification for assigned clients.
• Coach and mentor a small assigned group of junior engineers, including participation in quarterly and annual reviews.
• Manage and take ownership of technical initiatives.
• Reduce billable utilization goals from engineering staff to allow for additional pre-sales functions and team mentorship time.
• Take the lead on high-profile complex production issues such as virus outbreaks, critical outages, and security breaches.
• Monitor ticket queues for assigned clients and verify tickets are properly completed, communicated, and moved forward promptly, while helping to triage difficult tickets.
• Identify and assist with the deployment of internal and client-facing tools to improve service offerings.

Skills: Incident Management, Technical Architecture, Budget Planning, Quality Assurance, Team Mentorship, Technical Leadership, Security Response, Service Improvement

• Secure eCommerce transactions and access to digital banks, wallets, and PSD2 XS2A use cases with an access control solution.
• Enable mobile payments where the smartphone is used as a card.
• Provide a wallet solution including a payment component.
• Deliver solutions in the context of mobile protection.
• Work with internal stakeholders to ensure and support the best possible operations of identity, trust, and authentication products.
• Act as a bridge between the corporate service desk and client delivery managers on one side, and IT operators on the other.
• Follow up daily on incidents and run activities to ensure tickets are correctly assigned to the impacted team.
• Align with different teams involved to provide optimal solutions to the customer.
• Manage timely resolution and provide updates.
• Ensure changes are clearly communicated to clients.
• Manage events by ensuring client production issues impacting service are correctly communicated to the service teams.
• Identify improvements, evaluate their implementation, and follow up when approved.
• Manage small projects related to product evolutions and maintenance.

Skills: Access Control, Mobile Payments, Wallet Solutions, Identity Management, Incident Management, Client Communication, Service Operations, Product Improvement

• Monitor, control, and support service delivery by ensuring systems and procedures are in place and followed.
• Engage and drive SRE practices with operational and product groups to align technology service and solution delivery.
• Demonstrate strong customer service, project management, and quality control skills.
• Own the incident, request, change, and escalation processes, ensuring high performance, leading effective postmortems/RCAs, and following up on actions.
• Act as an escalation point for issues reported in operations and work with internal teams to resolve them.
• Collaborate with application and product engineering management teams to enable new application onboarding by gathering and documenting product requirements and facilitating communication with the India technical team.
• Conduct regular reviews with customers on SLAs and business requirements, analyze incidents, problems, and alerts data, and drive internal and client service review meetings covering performance, service improvements, quality, and processes.
• Define and report progress on key initiatives and project-level tasks to stakeholders, including senior executives and clients.
• Define and set standards, policies, and best practices for IT processes, and identify tools to support these processes.
• Promote people processes by encouraging knowledge sharing and driving training initiatives.

Skills: Service Delivery, SRE Practices, Customer Service, Incident Management, Escalation Support, SLA Management, Process Governance, Knowledge Sharing

• Ensure the smooth running of customer systems and network infrastructure to maximize benefits.
• Manage key staff responsible for projects and installations.
• Take responsibility for career development and appraisals of team members.
• Oversee problem and incident management to ensure SLAs are achieved and client expectations are met or exceeded.
• Manage service transitions for customers as services are added or removed.
• Implement a functional PMO approach to manage project risk.
• Develop and implement a project accounting approach to identify project profitability.
• Ensure company tools and information systems are utilized correctly, and relevant information is provided.
• Define service level agreements (SLAs) for contracted services, establish escalation flows, and advise technically on escalations.
• Build strong service relationships with clients.
• Ensure quality and profitable services are delivered according to agreed SLAs.
• Specify systems, processes, and methodologies to enable effective monitoring, control, and support of service delivery.
• Provide reports according to agreed schedules or on request, including management and account performance reports.
• Attend client service review meetings to cover performance reports, service improvements, quality, and processes.

Skills: Infrastructure Management, Team Leadership, Incident Management, Service Transition, Project Governance, Financial Management, SLA Management, Client Relations

• Ensure the strategic placement of resources needed to meet clients’ needs while maintaining alignment with company goals.
• Apply strong management insight to ensure the operation and function of the Service Delivery team conforms to company policies, procedures, and departmental requirements.
• Analyze departmental metrics to develop and implement operational improvements.
• Lead, coach, and motivate team management and lead personnel to impact downstream effectiveness and efficiency.
• Oversee work efforts of departmental leads and managers to ensure team goals align with company goals.
• Handle escalations not otherwise resolved at the lead or manager level.
• Implement and introduce projects to the Service Delivery team to ensure that Service Level Agreements and confirmed requested dates and times are met.
• Ensure the use of all available resources most efficiently and cost-effectively to benefit the profitability of the company as a whole.
• Attend project implementation meetings to prepare for how the new work will affect the team, field force, and geographical locations of the new work.
• Act as the escalation point to other departments for any projects or jobs that may come into jeopardy.
• Oversee the Service Delivery team in prioritizing client calls, scheduling to meet project deadlines, and ensuring exceptions and escalations are handled based on departmental SLAs established to meet client expectations.
• Coach and oversee the workload of the Customer Relations Manager to ensure the Client Relations team complies with procedures and maintains continuous phone coverage in support of external and internal customers.

Skills: Resource Planning, Service Delivery, Operational Improvement, Team Leadership, Escalation Management, Project Implementation, SLA Compliance, Client Relations

• Serve as the full lifecycle IT Service Delivery lead for an RMD multi-program connected set of programs and information systems.
• Create and execute an overarching strategy for IT service delivery for a connected multi-program area, supporting business growth objectives and incorporating modern, cloud, and other digital technologies into the IT infrastructure environment.
• Partner closely with IT Section Management, IT Program Leads, System Administrators, and Network Engineers to ensure excellent IT service delivery.
• Lead IT service-related issue prevention and implement effective changes to eliminate recurrence.
• Partner with the IT Service Execution Lead on the strategy and implementation of IT service management best practices.
• Ensure the creation and execution of technical and service roadmaps related to the multi-program area IT infrastructure that integrate into the overall RMD IT strategies, architectures, and best practices.
• Oversee the definition and deployment of common IT service management best practices, processes, and tooling that establish a standardized approach to managing, monitoring, and reporting on IT technical support to the multi-program area.
• Lead a matrixed team through influence to maintain systems, transform to new platforms and other technologies, ensure security compliance, modernize and grow the infrastructure to enable greater economies of scale, and improve business continuity and agility.
• Partner and collaborate with solution architects to integrate new technologies and services into the multi-program area and information systems architecture, increasing the use of standardized solutions.
• Leverage and develop relationships with vendors, functional partners, Global Business Services (GBS), and other business IT organizations to support the delivery of IT service management capabilities to program environments.
• Identify opportunities to gain efficiencies and act upon them, partnering with IT, Engineering, and other functions to achieve positive outcomes.

Skills: Service Delivery Leadership, IT Strategy, Cloud Integration, Issue Prevention, Process Standardization, Infrastructure Modernization, Cross-Functional Collaboration, Vendor Management

• Deliver service consistently and measurably to contracted SLAs.
• Manage robust contract P&L in line with the agreed Business Case and Financial Plans targets as a Remote Delivery Account Manager.
• Understand P&L mechanics and manage internal and external contributors.
• Support new business opportunities, take an active role in bids, and support the transition and implementation of new business, including new service offers.
• Drive continuous and demonstrable improvement of productivity resulting in increased cost-effectiveness and value, and evidence these savings across the relevant customer base.
• Ensure resources, capabilities, and capacity to meet both existing and new business demand in conjunction with the Client Account Delivery Manager.
• Establish processes to proactively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
• Ensure timely and accurate escalation of client service problems and incidents within appropriate timescales.
• Provide expert problem management support to difficult, high-profile customer issues and ensure root-cause analysis is conducted and corrective action plans are implemented with learnings applied for future benefit.
• Continuously improve the quality and interworking of the whole virtual service team, including other Xerox partners and suppliers.
• Support client contractual targets and measurements with back-to-back supplier commitments.
• Ensure robust tools and relevant technological platforms are in place to support the customer environment and best service solutions.

Skills: SLA Management, P&L Management, Business Development, Continuous Improvement, Resource Planning, Change Control, Problem Management, Supplier Management

• Monitor, control, and support IT service delivery by ensuring systems, methodologies, policies, processes, and procedures are followed and improved or developed where not already in place.
• Accountable for all aspects of service management with internal and external customers, drive stability and issue resolution to protect the customer and business, manage major incidents, and lead problem management to identify and eliminate root causes.
• Lead projects from SOW creation to project planning, requirements definition, implementation, resource management, and guidance to team members to ensure quality outcomes.
• Design measurement methods and metrics to support continual improvement of service operations and supporting processes.
• Liaise with customers and business stakeholders to enhance IT service delivery.
• Report, communicate, and update relevant stakeholders on ongoing service operations and progress against service improvement plans.
• Recommend innovative, secure, and resilient technology architectures that meet current and anticipated future IT requirements of the organization.
• Monitor infrastructure availability against committed uptime SLAs and coordinate with teams or vendors to ensure timely recovery from disruptions.
• Ensure timely escalation and service recovery for Severity 1 and Severity 2 incidents and problems.
• Review and manage change requests, service requests, and technical refresh initiatives systematically to ensure system availability, performance, and reliability.
• Support annual audit activities conducted by internal and external parties and ensure timely follow-up and closure of required action items.
• Participate in and coordinate annual Disaster Recovery (DR) and Business Continuity Plan (BCP) exercises from an infrastructure operations perspective.
• Review regular maintenance activities for effectiveness and compliance.
• Ensure timely updates to the asset inventory of all hardware and software licenses.
• Manage the team effectively, including recruitment, mentoring, training, target setting, and performance assessment.

Skills: Service Management, Incident Management, Project Leadership, Continuous Improvement, Stakeholder Communication, Technology Architecture, Compliance Management, Team Leadership

• Deliver services to the customer according to the contract and adhere to agreed SLAs.
• Own the KPIs agreed in the contract.
• Act as the single point of contact and take responsibility for the overall management of IT Services for the customer.
• Make recommendations on strategies with respect to various technologies.
• Establish and maintain standards and methodologies for providing IT Services to the customer with respect to operational issues.
• Provide periodical reports and other ad-hoc reports as per the contract to the customer.
• Maintain disaster recovery and business continuity processes for the customer.
• Build long-term relationships with the customer.
• Deliver continual improvement in service measures and KPIs.
• Ensure that the projects initiated by the customer are completed as per the agreed timelines and costs, and that the relevant proposals are submitted within the stipulated timeframe.
• Take P&L responsibility.
• Implement automation in service delivery.

Skills: SLA Management, KPI Ownership, Service Leadership, Technology Strategy, Reporting Management, Business Continuity, Client Relations, P&L Management

• Manage resources effectively and monitor utilization.
• Take responsibility for billing.
• Provide value add to the customer year over year by working closely in consultation with the COE and HCL architecture head.
• Manage overall SLA performance and operational interaction with technology leads and service owners.
• Ensure overall customer as well as employee satisfaction.
• Manage onshore and offshore team members.
• Motivate individuals and build teamwork.
• Retain employees through motivation and training.
• Focus on grooming people from L1 to L2 and L2 to L3 within select timelines.
• Develop technical and personal skills for team members.
• Address suitable career development for staff.
• Concentrate on the control and organization of the reporting staff members.
• Maintain awareness of the customer’s business and its IT role in it.

Skills: Resource Management, Billing Oversight, SLA Performance, Customer Satisfaction, Team Leadership, Employee Development, Career Progression, Business Alignment

• Maintain positive relationships with customers.
• Identify customer needs and oversee service delivery within the business context.
• Lead the service delivery team, manage conflict, and ensure processes and tasks are carried out efficiently while helping the team understand resource constraints and prioritization.
• Manage multiple and conflicting priorities in a timely and sensitive manner with full transparency to the wider organization.
• Manage finances and budgets.
• Determine ways to reduce costs without sacrificing customer satisfaction.
• Assess customer feedback and apply creativity to establish, improve, and refine services.
• Remain organized and meet deadlines.
• Build partnerships and liaise with team leaders to determine company services, delivery criteria, and solutions for arising issues.
• Hold teams to the highest standards, project and program discipline, and accountability.
• Continuously improve the technical delivery model and strategy, and implement and manage delivery with the associated teams.

Skills: Customer Relations, Service Delivery, Team Leadership, Priority Management, Financial Management, Cost Optimization, Service Improvement, Delivery Strategy

• Initiate, build, and sustain productive relationships.
• Serve as an escalation point for customer concerns.
• Identify appropriate resolutions to achieve client satisfaction promptly.
• Help develop ETSj strategy and plans that best leverage 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 within scope, time, and budget.
• Enforce standard methodologies, processes, and tools.
• Provide leadership and direction to project team members.
• Evaluate and identify potential redundant applications, infrastructure, and tools.
• Motivate other service delivery employees.
• Support the identification of the same account growth opportunities to be converted into sales prospects.
• Work directly with the Client Account Delivery Manager to create the contract’s Account Business Plan for the year and provide support for review and ongoing input.

Skills: Client Relationship Management, Escalation Handling, Customer Satisfaction, Program Delivery, Process Governance, Project Leadership, Service Team Motivation, Account Growth

• Monitor and control priority 1 and 2 calls through incident management.
• Ensure IT services are delivered according to standard operating procedures and agreed Service Level Agreements (SLAs).
• Focus on customer service, troubleshooting, and immediate time-bound response for the end user.
• Escalate complex queries to the relevant regional support organization.
• Monitor performance, cost, and demand (quality and volume) within the business economic context and approved budgets.
• Identify service improvement opportunities using data trend analysis and customer input.
• Manage outsourced teams to ensure effective resource utilization across the portfolio.
• Manage, support, and ensure the operating viability of LAN and WAN, both wired and wireless, for all hours of operation, and report abnormalities to the technical support manager.
• Manage Active Directory privileges, access rights, and computer environments using Group Policy.
• Provide Microsoft M365 Email Server support.

Skills: Incident Management, SLA Compliance, Customer Support, Performance Monitoring, Service Improvement, Vendor Management, Network Administration, M365 Support

• Apply OS patches and upgrades regularly and upgrade administrative tools and utilities.
• Assist in planning, designing, documenting, and implementing various information systems, including servers, network equipment, and software applications.
• Ensure Windows server availability compliance with Service Level Agreements.
• Support the Disaster Recovery Plan for networks and systems.
• Ensure infrastructure systems and services operate at optimal levels to support business functions, high availability, and recoverability.
• Install new or rebuild existing servers and configure hardware, peripherals, services, settings, directories, and storage in accordance with standards and project or operational requirements.
• Install new software releases, evaluate and install patches, and resolve security or software-related problems.
• Use ticket management software to track progress on issues until resolution and closure.
• Work with developers, DBA service providers, and datacenter operators to coordinate the resolution of problems and issues.
• Perform daily system monitoring, analyze logs, verify the integrity and availability of hardware, server resources, systems, and key processes, review system and application logs, and verify completion of scheduled jobs such as backups.
• Deliver all IM services in a secure and resilient manner.

Skills: System Administration, Server Management, Disaster Recovery, Infrastructure Support, Software Maintenance, Ticket Management, System Monitoring, IT Security

• Manage multiple teams with responsibilities, including hiring, coaching, skills development, recognition and rewards, staff productivity, and performance management up to and including termination.
• Accountable for operational excellence initiatives, including hardware, laptops, desktops, RF scanners, centralized alerting, monitoring, and a 24×7×365 global support model.
• Provide leadership and initiative to improve availability, scalability, latency, resiliency, and efficiency across the enterprise in support of warehouses and operational needs.
• Improve end-to-end availability and performance of mission-critical services and build automation to prevent recurrence of problems.
• Drive improvement initiatives supporting global reliability of operational endpoints, including capacity planning, failover strategies, performance improvements, reduction of Mean Time to Awareness/Resolve, and effective postmortems.
• Lead the improvement and optimization of service conditions by applying critical thinking to enhance best practices and provide enterprise-level recommendations for reliability and resiliency.
• Mentor junior staff in applying enterprise reliability principles.
• Plan, organize, staff, direct, and control day-to-day department operations while developing and implementing policies and programs.
• Develop and manage the department budget, ensure compliance, and address variances and budget concerns.
• Act as the primary IT relationship owner for operations and client leadership.
• Engage with internal and external clients at all levels to resolve IT-related issues and provide timely responses.
• Collaborate with Operations Managers to understand business strategies and IT roadmaps, translating them into enterprise IT services and support requirements with a continual improvement focus.

Skills: Team Management, Operational Excellence, Enterprise Leadership, Service Reliability, Performance Optimization, Budget Management, Client Engagement, Continuous Improvement

• Track and document user requests, engage site, corporate, client, and vendor resources, and ensure timely closure of support service requests.
• Perform and deliver analysis to leadership for system enhancements and improvements.
• Serve as the primary vendor liaison in resolving and prioritizing defects and incidents.
• Develop and maintain tracking tools for support service requests.
• Engage appropriate expert resources when complex support issues arise outside of WMS and other applications.
• Work with clients and vendors to escalate and manage incidents and problems effectively.
• Achieve a 30% or greater profit margin on vendor use and ensure accurate data entry via the vendor PO module to support accurate reporting.
• Identify and cultivate opportunities for business development with existing clients.
• Lead process improvement through the proper use of ACE tools and guide the Service Delivery team to achieve Gold certification.
• Develop and implement processes and metrics, and ensure targets are met.
• Present team achievements and compliance as the cell leader during assessments.

Skills: Request Management, System Analysis, Vendor Liaison, Incident Escalation, Profit Optimization, Business Development, Process Improvement, Performance Metrics

• Provide a point of contact for technical and non-technical queries, project requests and escalations for the business.
• Liaise with the business to make sure that expectations are being met and the team and solutions are running smoothly and are adequate for their current and future needs
• Introduce/expand automation of business processes.
• Identify and lead Initiatives to improve on all KPIs and Performance Metrics.
• Accountable to KPIs and Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency and Team Happiness, as well as intangible metrics that align with things such as the Company Core Values.
• Creating, managing and improving both individual and Team KPIs and Performance Metrics.
• Manage and oversee rollout of new technologies/services across the customer base.
• Identify, communicate and mitigate potential risks to the Company and Clients.

Skills: Stakeholder Communication, Project Coordination, Business Liaison, Process Automation, Performance Improvement, KPI Management, Technology Implementation, Risk Mitigation

• Create and be accountable for Regular Reporting to the Leadership Team.
• Ensure root cause analysis and remediation are continually happening for both Technical and Business incidents to avoid them happening in the future.
• Manage business expectations to ensure that the Team can deliver on what is promised.
• Support the Team and business with any unusual/high-level issues that arise.
• Review and approve Timesheets and Expense Reports.
• Ensure that any new services are onboarded with the appropriate documentation and service definitions.
• Creating process documentation.
• Ensure standard operating procedures (SOPs) are continually being followed, created and improved to deliver better levels of experience.
• Manage end-to-end internal and business changes that arise.
• Analyze monthly/quarterly trends of the provided service and implement improvements.

Skills: Leadership Reporting, Root Cause Analysis, Expectation Management, Incident Resolution, Expense Oversight, Service Onboarding, Process Documentation, Change Management

• Manages all activities in the Delivery center for all accounts under purview
• Coordinates knowledge Managers, Escalation Managers, and Incident Managers, and makes sure they are aligned
• Supports the Delivery Manager with resource management
• Implements performance reporting and sets KPIs
• Reviews and follows up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
• Performs reviews on the aging of tickets and conducts pending ticket analysis with the Team Leads.
• Reviews escalations and implements corrective and preventive actions
• Initiates and manages the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
• Supervises the performance of the team and is responsible for their qualification
• Attends the monthly quality meeting and customer meetings, understands customer requirements, and implements the same with the help of the respective service desk manager of that account.

Skills: Delivery Management, Team Coordination, Resource Planning, Performance Reporting, Customer Satisfaction, Escalation Management, Service Improvement, Quality Assurance

• Lead and motivate a small technical team to provide a proactive, customer-focused IT service for Europe and the UK
• Managing European/UK-based IT Vendors for new and existing stores (Internet providers, Hardware Vendors).
• Own the setup and support of new and existing European/UK stores (installing and troubleshooting POS software)
• Responding to and closing tickets within the required service level targets within the ticketing tool
• Monitoring server and network infrastructure, remediating and escalating incidents
• Ensure corporate users in the European and UK offices are working effectively and efficiently (Office LAN, Desktop Hardware and Software, Asset Tracking, Hardware Procurement, Meeting room technology, etc.)
• Work with the European Management team, dealing with escalations and communicating effectively.
• Provide recommendations to continually improve IT, then implement approved recommendations.
• Maintain and actively look to mitigate costs for IT within the European and UK region

Skills: Team Leadership, Vendor Management, Store Support, Incident Resolution, Infrastructure Monitoring, User Support, IT Improvement, Cost Optimization

• Partner with local businesses for all IT Infrastructure and represent in Iberia, supporting the implementation of business and the operational IT function.
• Ensure the IT team develops and maintains effective and updated systems and infrastructures according to local and regional strategies, within the given frameworks of budget, timelines and requirements.
• Ensure efficient delivery of IT support to all employees.
• Establish secure and reliable IT operations, ensuring that the implemented IT infrastructure and business applications adequately support business requirements, with the right level of protection, business continuity and overall risk management and implement process automation and digital workplace within the entire organization.
• Actively engage with business stakeholders to drive operational project excellence and implement required project improvements.
• Control and follow up of service desk team activities to resolve reported user incidents to the highest professional standards of customer service and ensure SLAs are met.
• Oversee all technical operations (e.g., network security) and evaluate them according to established goals.
• Ensure that KPIs are measured and monitored for all the IT processes.
• Coordinate operations and infrastructure regional initiatives.

Skills: IT Infrastructure Management, Operational Excellence, Service Delivery, Risk Management, Process Automation, Stakeholder Engagement, Technical Oversight, KPI Monitoring

• Develop excellent relationships with internal stakeholders and supplier teams
• Work with the service providers to develop a high-performing service support function
• Owner of the incident, request, change and escalation processes for the area of responsibility, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
• Monitor, control and support service delivery
• Ensure systems, methodologies and procedures are in place and followed
• Champion service and support in projects and develop a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed
• Support management of the IT department finances through raising and receiving POs, tracking invoices and ensuring good financial discipline is followed for all relevant IT suppliers

Skills: Stakeholder Management, Service Optimization, Process Ownership, Incident Coordination, Service Monitoring, Procedure Compliance, Project Support, Financial Administration

• Contributing to and supporting the client's system's strategy, priorities, and landscape for ICT.
• Leading the development of plans, policies, standards and guidelines relating to ICT.
• Managing vendor and partner relationships to ensure contracted services meet agreed budget, timelines, outcomes and deliverables.
• Promoting collaborative technologies, processes and behaviors to facilitate the sharing of ideas and work-knowledge among internal teams and external partners.
• Participating in major ICT projects from a service delivery perspective, including functional, technical, environmental and financial matters.
• Initiating, establishing and overseeing the contracting of IT services through established tender and supply processes.
• Developing and managing ongoing partnership and contractual arrangements with key IT suppliers and vendors.
• Assisting Project Engineers with scheduling and communicating plans with customers.
• Establishing an IT delivery strategy, whilst also designing, implementing and executing an ITIL Service Management Framework for the company.

Skills: ICT Strategy, Policy Development, Vendor Management, Collaborative Technologies, Project Participation, Contract Management, Service Framework, Delivery Strategy

• Work with the Project Sponsor to build a robust and measurable business case for each project, clearly demonstrating alignment with the strategic priorities
• Manage the project using the Change Delivery Framework to agreed time, quality and cost
• Ensure that an effective change management plan is in place to maintain consistency of delivery, optimize benefits, and contribute to a healthy change experience for those impacted by the changes brought about by the delivery of the project
• Close projects and transition them into continuous improvement, ensuring the capture of key lessons to improve the change management capability
• Understand and align stakeholder expectations with the project objectives, gaining buy-in and commitment to supporting the project
• Proactively manage risks, issues, actions and decisions and appropriately escalate to sponsors/steerco
• Provide direction on deliverables and priorities to the project team, and ensure team members are clear on their individual roles, responsibilities and contributions to the project
• Control and management of the project budget, escalating any deviations
• Matrix managing internal resources and 3rd party
• Awareness of commercial management processes
• Follow data and security processes

Skills: Business Case Development, Project Management, Change Management, Continuous Improvement, Stakeholder Alignment, Risk Mitigation, Budget Control, Resource Coordination

• Administrative setups, invoicing and other day-to-day activities in the company systems
• Engage with customer stakeholders at all levels
• Build and maintain business relationships within the account and the client
• Manage multiple internal delivery units and/or third parties to provide a total solution
• Continuously seek ways to improve BAU services as part of CSI
• Owning escalations to resolution (during business and outside of business hours) and providing detailed RACI and follow-up documentation promptly
• Conduct regular service and business reviews and provide accurate reports promptly
• Be present at client change and release board meetings
• Converse clearly between technical and non-technical personnel

Skills: Administrative Management, Stakeholder Engagement, Relationship Building, Service Coordination, Continuous Improvement, Escalation Management, Reporting Analysis, Cross-Functional Communication

• Network within accounts to seek new business opportunities and lead conversations to understand customer needs
• Ensure processes and procedures are aligned to ITIL methodology and remain fit for purpose
• Devise problem management strategies and implement proactively
• Receive new clients and/or services into BAU support, working the Professional Services Teams and Transition Leads
• Ensure the contractual commitments, SLAs and KPIs to customers are always adhered to
• Oversee the preparation and delivery of new code deployment for customers (small features, defect resolution, etc.)
• Work with the team to ensure smooth management and resolution of issues, along with the appropriate setting of service expectations with customers
• Contribute to process methodology and ways of working
• Work with the Managed Services Regional Lead to assist in identifying service gaps and building business cases to address them
• Provide coaching of Managed Services staff and develop general management skills to enable seamless operations and continued evolution around delivery quality.
• Work closely with other Service Delivery Managers to ensure standardization across teams, as well as identify areas for process improvements and enhancements

Skills: Business Development, ITIL Alignment, Problem Management, Service Transition, SLA Compliance, Deployment Oversight, Issue Resolution, Process Improvement

• Engage regularly, often daily, with the customer to provide the best customer experience.
• Maintain customer relationships and cadence at the IT leadership and C-suite levels.
• Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.
• Build a strong understanding of the customer's business, results, goals and IT alignment, competitive landscape, and industry influences.
• Represent the customers' interests within the service operations teams while ensuring quality delivery for contracted services.
• Prepare and present operations service metrics and KPI’s during Monthly Operations Reviews (MOR) and Quarterly Business Reviews (QBR).
• Prepare and facilitate the Annual Executive Review focused on business results, industry trends, and IT innovation to provide a competitive advantage for the customer.
• Work collaboratively with the sales organization and to introduce innovative IT solutions and services to help the customer achieve their business goals and objectives.
• Maintain a strong understanding of all the service capabilities, vendor, and partner offerings to provide the best customer experience and outcomes.

Skills: Customer Engagement, Relationship Management, Satisfaction Measurement, Business Insight, Service Representation, Performance Reporting, Executive Review, Solution Innovation

• Provide program oversight for customer deployments and scale the team with subject matter experts and a project management resource to deliver desired results.
• Manage contract Change Requests and communicate to appropriate teams/organizations.
• Act as an escalation and communication point of contact for service interruptions impacting customers' business operations or workflows.
• Work in collaboration with the service operations teams to continuously improve the service delivery experience.
• Participate in problem and incident resolution and lead root cause analysis.
• Responsibility to manage the service contract P&L and provide regular updates to the Insight leadership teams.
• Support the services teams during event escalations requiring customer communications.
• Provide supportive and proactive feedback to the services teams to encourage positive behavior.
• Manage the quality, consistency, accuracy, completeness, and timeliness of service delivery governance programs.

Skills: Program Oversight, Change Management, Escalation Handling, Service Improvement, Root Cause Analysis, Financial Management, Customer Communication, Governance Quality

• Lead the IT support desk, identifying areas of opportunity and success, and continuously iterate and improve the support desk functionality and overall service offering that Green Street provides to internal users
• Lead, develop, and mentor the IT Support team to a world-class level, adhering to organizational SLA requirements set forth by the Head of IT
• Coordinate with the Systems team in developing and implementing systems, processes, and procedures
• Ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review
• Review, analyze, and evaluate IT systems and deliverables that affect end-users (ITIL-focused service desk, VoIP platform, onboarding/offboarding, cloud-based software administration)
• Based on analysis and evaluation, proactively present complete solutions and roadmaps for improvement on existing IT systems/processes, including project scoping and user-impact reports
• Configure hardware and software for end users, while creating best-practice documentation and protocols/procedures, then disseminate to the rest of the team
• Ensure meeting room and collaboration technology are maintained to high standards and high levels of availability, along with training services to educate staff on effective usage
• Be the primary resource that handles the escalation of requests from users, delegating, and ensuring proper follow-up and resolution.
• Troubleshoot software problems, upgrade/install software packages, and provide first-class user support for the entire Green Street internal user base
• Own the maintenance and updating of distribution lists, shared mailboxes, Microsoft Teams groups, and mail-flow rules, delegating
• Proactively take charge of all IT service/support areas of the organization, seeing things through to completion with comprehensive documentation, while training/informing the other members of the IT team on current initiatives, projects, and tasks

Skills: IT Support Leadership, Team Development, Process Coordination, Incident Management, System Evaluation, Solution Roadmapping, User Support, Technical Documentation

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes and implementing improvement activities
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

Skills: Service Delivery Management, Performance Optimization, Incident Coordination, Process Governance, Project Insight, Customer Satisfaction, Process Analysis, Service Improvement

• Providing accurate and regular reports to the management on the performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Making sure that anti-virus updates and patches are applied effectively and promptly
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
• Collaborating with technical design teams to set standards for software, hardware, and security
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
• Educating departmental staff on the effective use of conference room technology

Skills: Performance Reporting, Team Leadership, Stakeholder Collaboration, Desktop Management, Security Compliance, Device Optimization, Technical Standards, Conference Support

• Priority planning and scheduling of staff for service and projects.
• Manage day-to-day service levels of IT equipment repairs for the division.
• Management of installations of new hardware and software.
• Adhere to the company standards and service levels established.
• Partner with Service Desk on the assignment of problems, support issues, and concerns with store IT systems.
• Work with store personnel to resolve issues and concerns with IT systems.
• Maintain accurate inventory levels for all technicians.
• Train and mentor the staff to maintain standards and ensure future development.
• Manage expenses effectively, including fleet, supplies, tools, etc.
• Ensure accurate scheduling of all IT-related projects to meet division and corporate deadlines.
• Partner with backstage leadership teams to maintain company standards/objectives.
• Partner with the division's Real Estate and Construction teams for remodels, new stores, and projects.

Skills: Staff Scheduling, Service Management, Hardware Installation, Standards Compliance, Issue Resolution, Inventory Control, Team Training, Expense Management

• Assume local ownership of ITSM processes.
• Service management, incident management, change management, problem management, asset management, risk management, knowledge management, vendor management and operational readiness/transition of development and expansion initiatives.
• Serve as the primary liaison between the local facility and the global operations teams to ensure communication and alignment between local and global policies and procedures
• Serve as the primary contact for concerns, questions, and escalations regarding local IT services
• Utilize global procedures to facilitate resolution
• Drive continuous improvement of service through data-driven analytics.
• Drive internal and third-party service review meetings
• Identify the proper metrics, manage those metrics, and provide reporting of local KPI’s and trends to the IT department and others on a weekly, monthly

Skills: ITSM Ownership, Incident Management, Change Management, Vendor Coordination, Operational Alignment, Service Liaison, Data Analytics, KPI Reporting

• Perform deep-drive ticket analytics to develop strategies for local performance improvement.
• Partner with the Service Desk Manager to utilize and facilitate local adoption of consistent ITSM functions, tools, and terminology
• Be responsible for local communication of IT-related outage/emergency activities to the organization.
• Manage local vendor relationships to deliver on the operational needs and ensure alignment of global SLAs
• Review customer satisfaction survey feedback to improve local services, tools, and support experience.
• Be accountable for the quality of local service and performance
• Ensure future demand from growth and projects is understood, communicated, and factored into capacity plans for the support organization
• Serves as the primary local contact for Major Incident and Problem Management processes
• Provides local support for customer and agency site audits.

Skills: Ticket Analytics, Performance Improvement, ITSM Integration, Outage Communication, Vendor Management, Service Quality, Capacity Planning, Incident Support

• Manage, govern and coordinate service delivery
• Manage, govern and coordinate the continuous development and maintenance of the software solution
• Manage a multidisciplinary, global and partly remote team (direct reports as well as other team members involved)
• Take ownership of service processes, including interfaces to other important stakeholders
• Set up new services, extend service delivery activities and transition/relocate services to other geographic areas
• Actively support on incidents, problems, changes and manage the lifecycle of the solution
• Service performance monitoring and reporting, including contractual customer meetings, managing risk, issues and expectations
• Continuously improve the performance of the IT Service Delivery activities based on a structured roadmap.
• Identify customer needs and opportunities whereby continuously improve the relationship and contract with the customer.

Skills: Service Governance, Software Management, Team Leadership, Process Ownership, Service Transition, Incident Management, Performance Reporting, Customer Relationship

• Acting as a primary management contact point for business functions to identify business requirements for IT services, progress reports and ensure problem resolution on escalated issues.
• Representing the IT organization (for service-related matters) on Service Management Boards.
• Supporting the business in implementing Business Continuity Plans and supporting Disaster Recovery solutions.
• Managing escalation of business-critical problems to resolution through IT Supply organizations.
• Initiating tickets and teleconference bridges to coordinate the fault diagnosis and corrective recovery across various support teams to drive incident recovery and problem management.
• Working with business stakeholders to ensure appropriate testing support, communicate progress and advise of likely business impact (service outage)
• Escalating to the Global support teams/management
• Documenting the post-mortem on the incident and required corrective actions.

Skills: Business Alignment, Service Representation, Continuity Planning, Problem Resolution, Incident Coordination, Stakeholder Communication, Global Escalation, Post-Incident Analysis

• Maintains Service Improvement Plans for Problem Management and follows up with 3rd parties to ensure corrective actions are in place.
• Leading negotiations with IT supply organizations on the agreement of an SLA to set a budget.
• Representing the business in Supplier Review Meetings.
• Providing regular high-quality executive reporting about service-related matters (working through the Demand IT Service Analyst).
• Driving the achievement of SLAs and improvement of service through Supply IT Service management.
• Ensuring that all service issues in the SLA are tracked and reported on by IT Supply.
• Initiating and taking a lead role in Service Improvement programs/initiatives, providing proposals to improve service performance, working with the IT Supply organizations to improve service management processes and the effectiveness of Supply/Demand inter-working.
• Providing infrastructure deployment project support.

Skills: Service Improvement, SLA Management, Supplier Relations, Executive Reporting, Performance Optimization, Issue Tracking, Process Enhancement, Project Support

• Represent as a retail IT leader in the APAC IT service delivery team, provide operational support across the Asia business covered countries, and outsource management skills can be fully utilized
• Perform APAC service management on analysis, diagnosis, and resolution cross cross-incident management, request management, and change management in alignment with the global process for various business needs
• Define the site support model and the end-user training program
• Define and prioritize APAC IT service portfolio management
• Conduct the Service Improvement program, track and document the support team request problem-solving process, including all decisions made, and actions taken, through to the final resolution matrix
• Attend the Kick-off and support maintenance handover meetings to understand the project scope and clarify the deliverables status
• Review the contract (Service Level Agreement), functional requirement specification and other documents to operate the service as committed to the teammate and the business team
• Evaluate documented resolutions and analyze trends for ways to prevent future problems and proceed with the service KB enhancement with the GSD team
• Develop retail IT training by aligning with retail operation needs regularly.
• Participate in contract negotiations and vendor management with local service providers and IT partners
• Participate in the Global Service Delivery Governance model and prepare professional ITIL class documents
• In-store digital and innovation initiatives execution with solid knowledge and tech skills

Skills: Regional IT Leadership, Service Management, Change Coordination, Portfolio Management, Service Improvement, Knowledge Enhancement, Vendor Negotiation, Digital Innovation

• Drive and deliver the IT service management framework to make sure it aligns with the overall department goals and JIGPC strategy.
• Lead continuous service improvement initiatives to enhance the service provided by the service operations team through utilizing international IT standards and best practices.
• Maintains targeted relationships with all departments and other Enterprise IT teams in executing IT enterprise service delivery mechanisms, meeting service level requirements and resolving service delivery issues across services within the operations portfolio.
• Manage the design and development of IT service management policies, procedures, SLAs, guidelines, and plans to ensure that JIGPC users are getting an acceptable level of IT services.
• Establish and maintain IT service management controls aligned with COBIT best practices for an effective IT operation.
• Performs administrative responsibilities for IT procurement in coordination with Supply Chain and ensures customer procurement requests for computing hardware, software, or mobile devices are handled efficiently and within SLA's.
• Provides daily management and supervision of all staff within the IT Service Delivery team.
• Develops and maintains a knowledge base, FAQ's, tutorials, help guides, and other educational and training materials provided to end users.
• Builds a culture of customer service by being professional, coherently presenting information.
• Stays informed of industry and regulatory changes impacting IT service management and reflects changes in the internal team processes.
• Lead the process of certification/re-certification activities related to IT service management compliance.

Skills: ITSM Framework, Service Improvement, Cross-Department Collaboration, Policy Development, Compliance Management, Procurement Coordination, Team Supervision, Knowledge Management

• Providing computers/laptops/phones to all EMEA employees, this includes purchase, installation, maintenance, disposal, and repair
• Purchase and contract management for telecom services in EMEA
• Purchase servers and network equipment
• Maintenance and license contracts for hardware and software
• Purchase of computer accessories and smartphones
• Escalation of IT issues and requests a weekly meeting with the helpdesk
• IT and business support for Exact Globe (subject matter expert) for the Dubai office (SAP rest of the EMEA entities)
• Liaison with the central IS&S organization, participation in central IT projects, and status updates for leadership
• Manage day-to-day service delivery escalations and the operational performance of service providers
• Report directly to the IT Service Operations Manager in the US.

Skills: Asset Management, Procurement Management, Contract Administration, License Compliance, Issue Escalation, Business Support, Vendor Coordination, Performance Reporting

• Be responsible for the Global environment, including local network and storage, laptops, tablets, cloud services, and device management.
• Ensure that all BCP/DR systems are in place and tested to the required SLA's.
• Assist in determining, documenting and measuring performance against SLAs/KPI's
• Continuous improvement in efficiency, reliability and performance of IT services to the internal customer base.
• Ensure the service desk is functional 24x7.
• Ensure out-of-hours support is available and able to resolve issues.
• Monitor, manage and improve SLAs/KPI's for 3rd parties.
• Primary project manager for all global IT service projects
• Escalation point for both customers and IT helpdesk staff should an issue requires escalating and manage their expectations
• Develop consistency of processes in the provision of services
• Ensure proactive monitoring is in place for global systems/infrastructure
• Continue to improve processes and solutions to provide efficient/reliable support
• Develop and maintain policies and procedures.

Skills: Global Infrastructure, Business Continuity, SLA Management, Service Optimization, 24x7 Support, Project Management, Process Standardization, Policy Development

• Support the planning and execution activities of cross-functional teams to ensure optimum delivery, including scaling the Agile function to coordinate interdependencies across multiple disparate Scrum teams.
• Facilitate effective use of Agile principles, processes and behaviors to ensure mature Agile delivery across IT Services, as well as ensuring successful and considered transition to support of changes
• Establish and maintain a constructive relationship between IT Service Delivery and TMBL business units based on understanding the customer and their business drivers
• Track and report on initiatives against budgets, scope and timeframes, ensuring that IT meets their agreed delivery
• Interact with business partners to gather requirements, document solutions, coordinate testing and change management/training
• Drive the efficiency and effectiveness of the Incident and Problem Management processes and documentation to align IT Service Delivery with best practices
• Act as an escalation point for unresolved service requests
• Measure service quality against the company SLA's as well as user happiness
• Management of service-related communications to the business, providing regular updates on company-wide IT applications and usage and deployment of new technology
• Oversee the annual refresh of user equipment, such as laptops, mobile phones and tablets, to name a few
• Adhere to all IT processes and internal control requirements, including IT inductions for new starters as well as offboarding for people leaving the business

Skills: Agile Delivery, Cross-Functional Coordination, Customer Partnership, Initiative Tracking, Requirement Analysis, Process Alignment, Service Communication, Asset Refresh

• Taking ownership of Client Server Workplace and ensuring its effective delivery, management and improvement to meet dynamic business needs
• Active stakeholder management in underlying operations processes and infrastructure, to direct continuous improvements across the supporting teams and external suppliers to meet existing contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Steering/managing the supplier to report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above and report on that to stakeholders
• Development of both short and long-term service goals and maturity levels to be achieved over a specific time period
• Being responsible for the optimization of the delivered services, together with the team
• Escalation management duty once per 5 to 6 weeks as part of the responsibility.
• Manage the IT ticketing system, and ensure that all bugs/requests are addressed within the agreed timeframe
• Proactively identify recurring issues and determine a permanent fix together with the tech team
• Create change requests and communicate with the developers on the changes/improvements/fixes that need to be made
• Consolidate the tickets and create a report on ticket volume and SLA resolution times

Skills: Service Ownership, Stakeholder Management, Supplier Governance, KPI Reporting, Service Optimization, Escalation Management, Ticket Oversight, Change Coordination

• Be responsible for the day-to-day operations of all applications in scope, including performance, integrity and security, reporting service levels, and tracking of KPIs.
• Run the service delivery processes, including incident management, problem management, change management, capacity management and crisis management.
• Enforce the client's IT policies, processes, guidelines, IT operation procedures, and standards for compliance.
• Be the point of contact for the distributed client team (across multiple geographical locations) and the Accenture team (across multiple geographical locations)
• Create and execute continuous improvement programs during the delivery, increasing the team's efficiency.
• Develop and implement IT operations and support aligned with the best frameworks, such as ITIL and ISO 20000 policies and procedures, to maximize customer satisfaction and IT efficiencies.
• Develop the delivery of customer-focused IT Services aligned with the fund's 5-year strategy.
• Prepare an estimation for the yearly IT division's operational budget while developing and maintaining the entity's 5-year IT strategy plans.
• Be responsible for the strategic roadmap, solution development and delivery of solutions for data as part of the overall program roadmap.
• Combine the customer vision with technical feasibility to convert business needs into functional specifications/user stories to create and execute towards the overall execution of the data strategy.

Skills: Application Management, Service Operations, Policy Compliance, Global Coordination, Continuous Improvement, ITIL Implementation, Strategic Planning, Data Strategy

• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Assessing customer feedback and using creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Delivery of IT services for the customers in the portfolio
• Manage all internal and external stakeholders and departments, manage risk, issues and expectations
• Corrective support on (major) incidents, problems, changes and manage the lifecycle of the IT Systems
• Drive service and systems improvements and identify improvement opportunities for the customers
• Support sales in winning new projects
• Handle escalated support issues, identify and quantify improvement opportunities, and allocate staff accordingly to meet business objectives.
• Project Management and oversight of Service Delivery projects, including mass equipment deployment, software releases, etc.

Skills: Customer Relationship, Service Oversight, Team Leadership, Feedback Analysis, Stakeholder Management, Incident Resolution, Service Improvement, Project Oversight

• In charge of the quality of the delivery of IT services in Switzerland and Austria with a focus on on-site services, IT Service Desk and VIP support.
• Implement global service delivery processes, making sure systems and methodologies are up to date.
• Make sure the quality of service delivered with high performance and accurate reporting.
• Lead the local IT on-site support teams and aim to continually improve the end-user experience
• Manage and coordinate internal and external teams to ensure a stable outsourced service delivery
• Taking ownership of 3 main key areas, including Service Delivery, Compliance and Projects.
• Manage schedules for a team of technicians and handle escalations from customers.
• Receive, triage, and assign all onsite requests and tasks.
• Conduct regular Service Assurance meetings with partner and client counterparts throughout the service delivery lifecycle
• Manage outsourcing Helpdesk service providers with L1/L2 support
• Provide daily operational support for all IT services and deliver IT services effectively
• Work with global project teams to deploy standard service delivery management processes with Service Now
• Manage and ensure service providers follow IT Operational Management Processes, including Incident, Problem and Change

Skills: Service Quality, Process Implementation, Performance Reporting, Team Leadership, Outsourced Management, Compliance Oversight, Service Assurance, Operational Support

• Prior experience in End User Services.
• IT Service Management skills, knowledge, and preferably certification.
• Demonstrated experience in executing and managing operational KPIs and metrics.
• Skilled in analyzing and the continuous improvement of processes.
• Familiarity with structured approaches for eliminating waste and improving efficiency.
• Knowledge of balanced scorecards and dashboards for monitoring IT service performance.
• Understanding of building knowledge bases to enable faster issue resolution.
• Awareness of balancing workloads with available IT support capacity.
• Familiarity with digital workplace tools such as VDI, MDM, and collaboration suites.
• Ability to work in a dynamic environment, balancing demand.
• Ability to work collaboratively with colleagues and key stakeholders.
• Demonstrated ability working across a "matrixed" organizational model.

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in Service Delivery management of Customer Contracts
• Experience in reporting to customers on all aspects of commercial, financial, service delivery, and relationship management.
• Contract compliance experience with customers, suppliers, technical delivery teams, and operational areas.
• Tangible experience of incident, problem, or change service level management process.
• Strong experience in scope, risk, change, and release and escalation management.
• Strong experience working with the ITIL Service Management Framework.
• Familiarity with identifying and mitigating risks in customer-facing agreements.
• Knowledge of forecasting, budgeting, and margin analysis for managed service contracts.
• Understanding of coordinating multiple suppliers within a unified delivery model.
• Awareness of ISO 20000 or Six Sigma practices in addition to ITIL.
• Skilled at developing trust and long-term partnerships beyond contractual obligations.
• Adept at balancing client expectations with delivery capabilities during escalations.

Qualifications: BS in Cybersecurity with 9 years of Experience

• Proven experience at the management level.
• Experience in Infrastructure Delivery within a fast-paced consumer-facing environment.
• A record of implementing services with third-party/outsourced providers.
• Experience with Agile and Waterfall methodologies.
• Understanding of ITIL processes (with ITIL v4).
• Familiarity with SAFe, LeSS, or Disciplined Agile beyond core Scrum/Waterfall.
• Awareness of how IT delivery ties into wider organizational risk frameworks.
• Knowledge of CapEx/OpEx budgeting, forecasting, and ROI evaluation.
• Understanding of how infrastructure delivery affects customer-facing processes.
• Strong stakeholder management skills
• Strong leadership abilities, drive, and ability to manage multiple projects.
• Confident communicator with credibility at the board and senior leadership level.
• Experience in resolving friction between outsourced vendors and internal stakeholders.

Qualifications: BS in Computer Science with 13 years of Experience

• Experience managing IT Service Delivery teams within environments of 1000+ users.
• Proven ability to manage IT support teams, ensuring consistent global service coverage.
• Experience driving IT integration during Mergers & Acquisitions (M&A).
• Strong background in large-scale application migrations (100+), with focus on GxP and non-GxP critical systems.
• Expertise in overseeing application testing across Dev, QA, Pre-Prod, and Production environments on virtual and physical infrastructure.
• Knowledge of IT compliance and governance processes, including Systems Criticality Analysis (SCA), service offerings, and solution validation.
• Proficiency with ServiceNow for CMDB updates, CI creation, and ITIL-based service management.
• Beyond incident/change/release, knowledge of demand management, availability, and capacity planning.
• Familiarity with IQ/OQ/PQ documentation in regulated industries.
• Ability to collaborate effectively with PMO, application owners, and stakeholders to align IT services with business needs.
• Strong analytical and problem-solving skills for risk management and service improvement.
• Operational resilience mindset, focused on reducing downtime risk through proactive planning and redundancy.
• Skilled at ensuring audit-ready, detail-oriented records for compliance-heavy environments.

Qualifications: BS in Information Technology with 14 years of Experience

• Service management experience in an MSP or IT Consulting Company.
• Technical support experience with a strong IT Support background.
• Experience in all aspects of developing and maintaining a technical service team, and proven experience in customer service.
• Experience with relevant MSP industry software applications, tools, and techniques.
• Deep familiarity with MSP-centric tools like ConnectWise, SolarWinds, Autotask, or equivalent.
• Knowledge of enterprise patching, device monitoring, and endpoint protection solutions.
• Understanding of Office 365, Google Workspace, and other SaaS platform administration in MSP contexts.
• Awareness of per-seat/per-device pricing, bundled services, and managed service cost structures.
• Knowledge of scripting/automation for ticket triage, patch deployment, and routine maintenance.
• Strong customer relationship skills with excellent written and verbal communication skills.
• Team leadership, good problem analysis, and problem-solving abilities.
• Strong critical thinking and analysis skills.
• Ability to collaborate, establish, and maintain credible and influential relationships at all levels.

Qualifications: BS in Management Information Systems with 10 years of Experience

• ITIL v3/v4 Foundation.
• Experience in managing internal and external stakeholders.
• Advanced commercial acumen and supplier management exposure.
• Advanced analytical skills that enable comprehension and resolution of complex business and technical issues.
• Experience in managing the performance of information technology service providers (IaaS/SaaS/PaaS).
• Understanding of scorecards, KPIs, and SLAs for supplier accountability.
• Awareness of cloud cost management, resource tagging, and consumption tracking.
• Familiarity with leveraging BI/analytics tools to spot trends in ITSM performance.
• Knowledge of obligations such as GDPR, HIPAA, or SOC 2 in supplier contexts.
• Awareness of subscription, consumption-based, and outcome-based IT service contracts.
• Experience in directing governance of services spanning AWS, Azure, and SaaS vendors.
• Skilled at balancing cost, quality, and risk in supplier discussions.
• Ability to identify supplier risks before they escalate into major business issues.

Qualifications: BS in Software Engineering with 7 years of Experience

• Experience in a cross-border role, successfully managing multiple complex projects at a global and regional level.
• Proven track record of delivering a collection of projects and products for a portfolio size of $10M.
• Experience in business development, project delivery, and client relationship management in a technology environment.
• Familiarity with frameworks for prioritizing investments and measuring value realization.
• Knowledge of cloud-first, data-driven, and automation-driven transformation roadmaps.
• Ability to evaluate IT investments using ROI, TCO, and business case frameworks.
• Understanding of account growth strategies, renewals, and customer lifetime value (CLV).
• Good business acumen and ability to negotiate with business partners.
• Strong customer orientation and able to manage customer expectations.
• Good executive presence and the ability to develop strategic plans and translate them to actionable roadmaps.
• Good financial and people leadership skills.
• Comfortable working in a matrixed organisation with excellent communication and networking skills.
• Ability to manage risk and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively.

Qualifications: BS in Data Science with 17 years of Experience

• Experience in managing a Regional IT Helpdesk or IT Call Center.
• Knowledge of the IT Service Management framework with relevant qualifications, such as ITIL.
• Certification in Microsoft, Cisco, etc.
• Proven experience in vendor management and outsourced IT services.
• Hands-on skills on end-user computing systems (hardware/software), Cisco IP Telephony, etc.
• Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of best practices for service management.
• Awareness of frameworks for capturing and reusing support knowledge.
• Deeper knowledge of platforms beyond ServiceNow (e.g., BMC Remedy, Freshservice, Jira Service Management).
• Experience in setting realistic expectations while maintaining high service credibility.
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Excellent English and Chinese written and oral communication skills.

Qualifications: BS in Network Engineering with 11 years of Experience

• Experience in systems engineering and integration.
• Must hold or be able to obtain the Security+ CE certification and a Microsoft certification.
• Thorough understanding of application software, operating systems, networks, storage platforms, and how they relate to system architecture.
• Experience working on each stage of the system development life cycle from initiation through deployment/sustainment.
• Experience with ITIL and IT best practices.
• Demonstrated proficiency with process modeling and developing workflow diagrams.
• Able to elicit and interpret requirements and translate to technical specifications/system design following best practices and design patterns.
• Capable of performing problem/gap definition, trade space analysis, science and technology roadmap analysis, and cost versus capability trade-off analysis.
• Experience with engineering practices, techniques, and standards.
• Excellent oral and written communication skills with the ability to communicate with management, technical staff, and end users clearly and professionally.
• Able to develop and present technical presentations, as well as present complex data in diagrams or through other techniques that communicate precise information to both business and technical staff.
• Proven ability to understand the strategic and tactical approach to projects and handle multiple projects concurrently.

Qualifications: BA in Economics with 5 years of Experience

• Experience managing third-party service providers and business stakeholders.
• Experience in bringing clarity to incidents and managing them to resolution.
• Solid project management and change management experience.
• Well-rounded technology experience and strong technical background in both traditional and cloud (Azure) environments.
• Experience working on the delivery and servicing of consumer-facing technology platforms.
• In-depth understanding of ITIL MIM/PIR approaches for root-cause eradication.
• Knowledge of implementing change management frameworks compatible with Agile/DevOps delivery.
• Familiarity with Azure blueprints, policy, and cost governance.
• Awareness of securing high-traffic platforms (e.g., identity protection, API management).
• Knowledge of deployment automation and DevOps toolchains.
• Effective presentation skills (written and verbal).
• Skilled at aligning business stakeholders and suppliers during project or incident escalations.
• Outcome-oriented leadership, maintaining focus on business impact and customer experience when driving teams.

Qualifications: BS in Information Systems with 12 years of Experience

• ITIL Foundation Certification (v3 or 4).
• Previous experience in technology/service delivery/management of IT services.
• Strong leadership and people management skills.
• Ability to use understanding of the different communication channels and formats to effectively engage with various audiences, adapting approaches.
• Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified.
• Service process management and improvement experience.
• Adept at coping in a technically complex and fast-changing environment.
• Ability to communicate and build relationships inside and outside the IT organisation.
• Comfortable with challenging, convincing, and managing a mixture of various stakeholders.
• Significant experience in the IT Service management discipline.
• Previous Service Level performance management and reporting experience.
• Service-oriented, driven individual who is committed to continual service improvement.

Qualifications: BS in Cloud Computing with 8 years of Experience

• Experience in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs.
• Working experience in a customer service role.
• Technical expertise in Active Directory and Group Policies.
• Technical expertise in PowerShell and Scripting.
• Experience in management in a global setting.
• Working knowledge of relationship management and interpersonal business development.
• Experience managing external vendors and commercial negotiations.
• Technical expertise in Microsoft O365 (Applications, Admin Management).
• Technical expertise in RingCentral or other UCaaS platforms.
• Ability to explain technical implications (e.g., AD/O365/UCaaS) in clear business language.
• Skilled at managing distributed global teams with diverse working styles.
• Experience in handling high-stakes vendor or partner negotiations.
• Strong ability to automate and streamline complex workflows using structured analysis.

Qualifications: BS in Systems Engineering with 10 years of Experience

• ITIL Foundation Qualified.
• A good understanding of business analysis and process improvement.
• Demonstrable experience working in a position of IT service delivery.
• Demonstrable experience of service improvement.
• Experience using ServiceDesk platforms.
• Experienced Service Management professional.
• Well-developed interpersonal and communication skills to interpret supplier/partner and customer requirements.
• Good planning and organisational skills to ensure that services are deployed and monitored effectively.
• A flexible approach and the ability to work well under pressure to manage unpredictable workloads.
• Be results-oriented and customer-focused.
• Excellent project management skills and deep concern for detail.
• Self-motivation and effective time management skills, including a willingness to learn new skills and methods for delivering services.

Qualifications: BS in Database Administration with 6 years of Experience

• Experience in managing service delivery in the digital space and the ability to modernize support and operations as the company rapidly scales the consumer landscape with a growing number of users.
• Data-driven mindset to use data to improve decision-making, create strategic plans, and stimulate initiatives.
• Digital intelligence to foresee future demand from growth and projects to tailor these inputs into the capacity plans for all associated systems.
• Can balance between being User-centric and IT-centric, with the ability to work under ambiguous situations.
• Strong experience as a former IT Infrastructure Analyst and/or Service/Portfolio management.
• Foundation technical knowledge in IT Architectural principles and cybersecurity in a hybrid environment comprised of on-premises, SaaS, and PaaS.
• Strong experience in customer service, user satisfaction, end-to-end service mindset, project management, quality control skills, and a passion for service improvement.
• Understanding of high-availability web-based systems, infrastructure operations, and application operations.
• Proven experience with the following collaboration tooling: Atlassian Jira & Confluence, Service Now, Microsoft Office 365.
• Certified in Information Technology best practices (e.g., ITIL).
• Certified in Information Technology Governance (e.g., COBIT).
• Certified in Agile Methodology (e.g., Product Owner, Scrum Master).

Qualifications: BS in Information Assurance with 11 years of Experience

• Management or IT consulting experience, holding ITIL v3.
• Working experience in an MNC or the retail industry.
• Experience in IT Service Management lifecycle, including Service Strategy, Service Design, Service Operation (Incident, Problem, Change Management), and continual service improvement.
• Working knowledge of IT Application Support flows, especially inside the retail domain.
• Technical knowledge of current technologies on network, server, collaboration, and security aspects.
• Technical knowledge on network and communication software, including router, switch, wireless controller, access point, call manager, video conferencing appliance, etc.
• Previous eCommerce experience.
• Organized, self-motivated, enthusiastic, and proven rapid learning capability.
• Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude.
• Strong service management and project management skills with a solid proven track record.
• Innovative problem-solving, design, and testing skills with a passion to deliver.
• Confidence and flexibility to often work under significant pressure to deliver effective and high-quality solutions and designs.

Qualifications: BS in Web Development with 9 years of Experience

• Proven experience in IT service delivery within a client-facing role, with strong stakeholder management.
• Working knowledge of ITIL best practices, preferably with ITIL Foundation certification.
• Broad technical skills across enterprise applications, Microsoft Office, Jira, and service management tools.
• Understanding of service management environments, SLAs, and commercial drivers.
• Exposure to eCommerce, marketing, CRM, loyalty, and technology services domains (advantageous).
• Familiarity with agile development and product delivery methodologies.
• Experience coordinating multi-disciplinary teams, including external vendors/agencies.
• Track record of delivering to targets and deadlines in fast-paced environments.
• Customer-focused, innovative, and commercially aware.
• Excellent communication, presentation, and interpersonal skills.
• Collaborative and approachable, with the ability to work independently and take initiative.
• Strong problem-solving, detail orientation, and goal-driven mindset.

Qualifications: BS in Computer Science with 7 years of Experience

• Experience in a global IT infrastructure management or equivalent leadership position.
• Incident/crisis remediation, ability to pull groups together during a major event, and coordinate response.
• Experience reviewing and analyzing data for team utilization and effective support response.
• Proficiency in platforms like ServiceNow, BMC Remedy, or Jira Service Management.
• Understanding of Business Continuity & Disaster Recovery (BC/DR) frameworks to minimize downtime during outages.
• Familiarity with GDPR, ISO 27001, or SOC2 in IT service contexts.
• Knowledge of tools and techniques to track infrastructure performance and plan for scaling.
• Awareness of structured approaches to reduce risks during IT changes.
• Experience forecasting IT operational costs and optimizing team resourcing.
• Complaint de-escalation techniques and ability to build trust with client contacts.
• Ability to read and recognize trends in regular reporting, make non-emotional recommendations supported by data.
• Organization and ability to context switch effectively while keeping a team focused on key priorities, and attention to detail.
• Demonstrated organization, facilitation, communication, and presentation skills.

Qualifications: BS in Information Technology with 12 years of Experience

• Experience working in a customer-facing and/or operations technology function.
• Experience managing a team of technical professionals (functional management and resource allocation).
• Working knowledge of ITIL best practices, with ITIL Foundation.
• Experience with both physical and virtualized Windows desktop environments.
• Working knowledge of IT asset management.
• Experience with IT operations, document imaging, and voice systems.
• Experience with mobile device management and support.
• Exposure to the ServiceNow platform.
• Experience with Tidal and OnBase platforms.
• Knowledge of access controls, vulnerability management, and endpoint protection.
• Awareness of cost allocation, chargeback models, and IT budgeting.
• Ability to guide stakeholders and peers without direct reporting lines.
• Strategic thinking, resilience under pressure.

Qualifications: BS in Management Information Systems with 8 years of Experience

• Experience managing timesheets, costs, billing, and financials across delivery teams.
• Proven ability to oversee multiple accounts (projects and managed services) while ensuring contractual and financial viability.
• Solid knowledge of SLAs, operational procedures, and ITIL-based service delivery.
• Ability to establish and improve practices, templates, policies, and tools to mature organizational capabilities.
• Excellent written, verbal, and presentation skills, including creating and proofreading customer-facing documents.
• Strong organizational, analytical, and time management skills to manage competing priorities.
• Proficiency in one or more project management methodologies (e.g., PMP, PRINCE2, Agile).
• Experience managing stakeholders, facilitating change management, and leading customer meetings/status calls.
• Ability to handle challenging conversations on billing, service quality, and customer expectations.
• Experience supporting presales by scoping and planning service delivery for new/existing customers.
• Knowledge of RACI, Incident, and Major Incident management processes.
• Capability to lead requirements-gathering sessions and assess customer environments for resource planning.

Qualifications: BS in Software Engineering with 10 years of Experience

• Experience in a service delivery or project management capacity.
• Considerable experience in relationship management with a track record of building positive, collaborative relationships with the customer.
• Understanding of the importance of the customer and your role in influencing the customer.
• Knowledge and experience of applying reporting and risk management tools and processes effectively.
• Experience with quality management standards and escalation processes.
• Experience in negotiation and conflict resolution.
• Ability to see the bigger picture in a customer service context.
• Level 3 Qualifications (A Levels or equivalent) and ideally ITIL Foundation Certified, or Prince 2 Foundation certified.
• Understanding of change management methodologies.
• Knowledge of budget planning and financial tracking in project environments.
• Strong analytical and problem-solving mindset.
• Effective time management and prioritization.

Qualifications: BS in Cybersecurity with 6 years of Experience

• Background in Managed Service Provider (MSP) or similar IT service delivery roles with a strong customer service focus.
• Experience developing and maintaining SOPs and enforcing service standards.
• Proven ability to lead, mentor, and build IT support teams, with strong communication skills (written and verbal).
• Solid understanding of ITIL Best Practices.
• Skilled in compiling and reporting SLA metrics and KPIs.
• Proficient with ticketing systems and Remote Monitoring & Management (RMM) tools.
• Advanced end-user and desktop support expertise, and hands-on Office 365 administration experience.
• Knowledge of common business cloud services.
• Proficiency in virus/malware remediation.
• Experience with Active Directory and Azure AD administration.
• Policy management expertise (Group Policy & Intune).
• Intermediate server and networking knowledge.
• Experience with PowerShell and scripting automation.

Qualifications: BS in Data Science with 7 years of Experience

• ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification).
• Project management training and/or PMP/PRINCE2 certification.
• Experience in managing an IT service delivery function in an environment similar in size and complexity to the organization.
• Demonstrable and recent experience in service operations/managing an external service provider.
• Demonstrable and recent experience in developing and working according to ITIL service management processes.
• Key business process knowledge and experience in Retail and FMCG.
• Understanding of enterprise architecture and its role in IT service delivery.
• Awareness of IT governance frameworks (e.g., COBIT, ISO/IEC 20000).
• Knowledge of cloud service models (IaaS, PaaS, SaaS) in a managed services context.
• Strategic thinking with the ability to connect operational detail to business outcomes.
• Skilled at stakeholder influencing and persuasion at the executive level.
• Strong written and verbal communication skills tailored to diverse audiences.

Qualifications: BS in Network Engineering with 13 years of Experience

• Prior experience as a Service Delivery Manager.
• Customer-centric, the ability to work with multiple customers.
• Excellent communication skills to collaborate with the internal Service Management team.
• ITILv3/v4 practical experience.
• Experience managing Service Delivery across the end user support services (Service Desk, Infrastructure, Networking, etc.)
• Experience in developing and enhancing the strategic relationship with the customer(s) on a medium to long-term basis.
• Experience in delivering against Service Level Agreements, customer commitments, and Service Improvement Programmes.
• Experience in carrying out service reviews.
• An ability to transition projects in and out of service teams.
• Ability to understand and manage financial issues relating to budgets and forecasts, and to maximise profit through negotiation.
• Prior experience working for a Managed Service Provider (MSP).
• ITIL Foundation/Practitioner (Certified).

Qualifications: BS in Information Systems with 9 years of Experience

• Hands-on experience with Windows, Outlook, Printer Management, Hardware/Software Configurations, and Technical Troubleshooting.
• Hands-on experience solving technical issues within a Helpdesk environment, Call or Support Center.
• Experience managing Helpdesk and Desktop Support Professionals in a large 300+ user environment.
• Experience developing performance metrics, KPA’s, KPIs, along with daily, weekly, and monthly reporting.
• Advanced knowledge and troubleshooting of personal computer technologies.
• Experience troubleshooting Microsoft Office software, including Outlook/Exchange and Virtualization.
• Knowledge of networking topologies, including wireless and MDM (Airwatch).
• Exposure to Mac workstations in a Windows Domain and familiarity with Adobe Creative Suite (c3-c6).
• Ability to manage projects and handle multiple tasks in an organized fashion, maintain confidentiality with sensitive customer and internal information.
• Superior communication skills, and proven ability to work collaboratively/cross-functionally and influence stakeholders, manage and balance stakeholder expectations.
• Demonstrated ability to analyze and improve complex processes and a track record of leading/delivering projects.
• Experience supervising or managing a team of technical service representatives.
• Experience working in the retail industry.

Qualifications: BS in Cloud Computing with 8 years of Experience

• Demonstrated experience in a Service Delivery role.
• A strong technical background with working knowledge of IT infrastructure, Cloud technologies, and IT Roadmaps.
• Deep understanding of IT security.
• Demonstrated knowledge and experience in information technology operations management using ITIL, with knowledge of the full IT lifecycle.
• Highly experienced in Critical Incidents, Problems, and Change Management.
• Demonstrable experience in influencing conflict resolution.
• Have an insight into emerging technologies that enhance service management.
• Excellence in customer service with the ability to develop partnerships with key stakeholders and business units.
• Good oral and written communication skills that are impactful and persuasive to the intended audience.
• Be able to work under pressure.
• Have a flexible working attitude and a proactive mindset.
• Enjoy working collaboratively.

Qualifications: BS in Database Administration with 7 years of Experience

• Experience in IT Operations, Field Service, or Infrastructure Service Management, with ITIL Foundation certification (advanced certifications).
• Strong expertise in Incident, Problem, and Change Management processes and tools.
• Proven track record in managing IT services across multiple sites and outsourced environments.
• Experience in vendor management, contract negotiation, and ensuring SLA adherence.
• Knowledge of Microsoft Endpoint Management, Windows environments and hardware, and Microsoft 365.
• Excellent communication and interpersonal skills, and able to present technical ideas in business-friendly terms.
• Strong client service orientation with proven customer-facing experience.
• Demonstrated ability to influence and negotiate with clients, vendors, and stakeholders at all levels.
• Highly self-motivated, adaptable, and detail-oriented with strong problem-solving skills.
• Skilled at prioritizing and executing tasks in high-pressure environments.
• Experience analyzing service data to identify trends, drive improvements, and maintain customer satisfaction.
• Proven leadership in technical project planning and execution within geographically dispersed teams.

Qualifications: BS in Information Technology with 11 years of Experience

• Experience in a corporate IT environment, working with multiple disciplines to deliver projects in line with customer needs
• Experience in technical expertise in Active Directory and Group Policies
• Experience in technical expertise in PowerShell and Scripting
• Experience in management in a global setting
• Experience in relationship management and interpersonal business development
• Experience in managing external vendors, commercial negotiations
• Experience in technical expertise in Microsoft O365 (Applications, Admin Management)
• Experience in technical expertise in RingCentral or other UCaaS platforms
• Expert knowledge of ITIL disciplines, ITIL certification 
• Excellent relationship building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and a passion for building high-performing teams

Qualifications: BS in Information Technology with 10 years of Experience

• Security+ CE certification and Microsoft certification.
• Experience in systems engineering and integration.
• Experience working on each stage of the system development life cycle from initiation through deployment/sustainment.
• Experience with ITIL and IT best practices.
• Experience with engineering practices, techniques, and standards.
• Thorough understanding of application software, operating systems, networks, storage platforms, and how they relate to system architecture.
• Demonstrated proficiency with process modeling and developing workflow diagrams.
• Be able to elicit and interpret requirements and translate to technical specifications/system design following best practices and design patterns.
• Ability to problem/gap definition, trade space analysis, science and technology roadmap analysis, and cost versus capability trade-off analysis.
• Be able to communicate with management, technical staff, and end users clearly and professionally.
• Excellent oral and written communication skills with the ability to develop and present technical presentations.
• Be able to represent complex data in diagrams or through other techniques that communicate precise information to both business and technical staff.
• Ability to understand the strategic and tactical approach to projects and handle multiple projects concurrently.

Qualifications: BS in Computer Science with 7 years of Experience

• ITIL/Six Sigma Green Belt/Prince2 Foundation
• Hands-on experience in an IT Support Services Organization.
• ITSM Experience working with Incident/Problem/Change/Event management teams
• Experience with Service Desk Operations, Process, and Technologies
• Experience with networking and telecommunications concepts and tools
• Experience with Windows/Unix/Linux OS
• Experience with enterprise monitoring tools
• Excellent writing and presentation skills
• Strong verbal and written communication skills.
• Ability to effectively communicate with all levels of personnel.
• Ability to handle multiple tasks concurrently.
• Must be a self-starter, highly motivated, and possess a strong work ethic

Qualifications: BS in Information Systems with 5 years of Experience

• CompTIA Storage+ 
• CCNA/CompTIA Security+/RHCSS (Red Hat Certified Security Specialist)
• IT experience in IT Infrastructure/NOC/Service Desk/Desktop Technologies.
• Experience providing superior customer service.
• Experience with Infrastructure and Endpoint Computing technologies.
• Experience with external relationships and managing IT Infrastructure and Support Services
• Experience with public cloud computing platforms, Azure/AWS, etc.
• Experience with infrastructure storage and enterprise backup platforms
• Experience in Desktop Technologies, including Windows, Office, Printing, and overall Device Management
• Experience with M365/Collaboration Platforms/Cloud Security
• Strong understanding of routing, routing protocols, and Network security concepts.
• Excellent leadership qualities
• Excellent skills in developing processes and procedures
• Excellent oral communication skills (fluent English speaker)
• Flexible and able to function in a “hands-on" environment

Qualifications: BS in Software Engineering with 9 years of Experience

• Previous experience working in an IT environment.
• Experience in IT Service Management, including management of budgets and external providers.
• Experience in business relationship management, liaising with business users to understand their requirements and to manage their expectations within a budget and resource framework.
• Knowledge of Software Engineering, understanding IT issues from the business perspective.
• Comprehensive understanding of ICT architecture, including the relationships between server, network, client, application, and database
• Solid knowledge of Software Engineering software, including Software Configuration Management tools and Software Development Environments.
• Knowledge of the Atlassian tool suite
• Strong communication and interpersonal skills.
• Analytical skills and the ability to produce clear technical documentation.
• Be able to be Security Cleared to work on German Government sensitive data.

Qualifications: BS in Network Engineering with 7 years of Experience

• Certified in Information Technology best practices
• Certified in Information Technology Governance
• Certified in Agile Methodology (e.g., Product Owner, Scrum Master) 
• Experience in managing service delivery in the digital space and with the ability to modernize support and operations, scale the consumer landscape with a growing number of users.
• Strong experience as a former IT Infrastructure Analyst and/or Service/Portfolio management.
• Strong experience in customer service, user satisfaction, end-to-end service mindset, project management, quality control skills, and a passion for service improvement.
• Experience with the collaboration tooling, including Atlassian JIRA and Confluence, Service Now, and Microsoft Office 365.
• Foundation technical knowledge in IT Architectural principles and cybersecurity in a hybrid environment comprised of on-premises, SaaS, and PaaS.
• Understanding of high-availability web-based systems, infrastructure operations, and application operations.

Qualifications: BS in Cybersecurity with 8 years of Experience

• Certification in Microsoft, Cisco, etc
• Experience in managing a Regional IT Helpdesk or an IT Call Center.
• Experience in vendor management and outsourcing IT services.
• Knowledge and understanding of best practices for service management.
• Thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Knowledge in the IT Service Management framework with relevant qualifications, such as ITIL
• Hands-on skills on end-user computing systems (hardware/software), Cisco IP Telephony, etc.
• Ability to balance and plan the short-term actions of the team.
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Excellent English and Chinese written and oral communication skills.

Qualifications: BS in Systems Engineering with 9 years of Experience

• ITIL certification at a minimum foundation level
• Solid experience and application of ITIL Service Management processes, with proven background related to Incident, Change, and Release management
• Experience in managing international IT applications and infrastructure support
• Solid knowledge of Microsoft Office applications
• Understanding and experience with the Software Development Life Cycle
• Knowledge of Airline and or Retail
• Knowledge of offline POS solutions
• Demonstrated ability to meet tight deadlines in a fast-paced environment and with multiple priorities
• Excellent written communication and ability to translate IT speak into business terms around impacts and progress
• Ability to influence business users without direct authority

Qualifications: BS in Computer Engineering with 7 years of Experience

• Experience managing Service Desk/Support Desk, and other IT Service roles with supervisory experience.
• Experience managing ITIL processes, including Incident Management, Problem Management, and Change Management.
• Experience with Active Directory, Group Policies, O365 Admin Center, Microsoft Office Suite, Windows 10, MAC, and remote software for desktop troubleshooting.
• Experience with ITSM tools such as Jira or other issue tracking systems.
• Experience with desktop imaging, build standards, and software, PowerShell scripting, and deployment tools such as PDQ.
• Experience communicating cross-functionally and across management levels in formal and informal settings.
• In-depth technical knowledge in IT endpoint management (laptops/desktops, software, VoIP desk phones, cellular phones, etc.)
• Ability to operate in an extremely high-pressure, dynamic fast fast-paced situations, successfully handle multiple competing priorities, and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
• Good verbal and written communication skills.
• Self-directed and capable of taking a proactive attitude. 

Qualifications: BS in Data Science with 8 years of Experience

• Experience supporting or implementing one or more of the following WMS systems, including Manhattan, JDA, or Red Prairie.
• Experience with warehouse automation and the use of high-speed conveyor equipment in a high-volume fulfillment center.
• Experience with system design, configuration, customization, integration, testing, and support
• Experience with all aspects of system implementation, including gathering requirements, designing the future state solution, as well as supporting testing and post-implementation
• Experience leading a similar team or support organization.
• Successful teamwork experience and demonstrated leadership abilities.
• Basic UNIX and Oracle knowledge
• Time management skills, as well as the ability to be flexible and creative
• Ability to transfer knowledge and stay aware of current trends and technical advancements
• Excellent analytical and problem-solving skills.

Qualifications: BS in Management Information Systems with 7 years of Experience

• Experience in a cross-border role, successfully managing multiple complex projects at a global and regional level
• Experience in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs
• Significant experience in a customer service role and a business management role
• Work experience in the professional services industry
• Experience managing external vendors, commercial negotiations
• Good business acumen and ability to negotiate with business partners
• Be able to effectively manage and influence senior leaders as well as a broad range of stakeholders
• Ability to manage risk, and encourage strategic risk management-based delivery in others to manage expectations and communicate effectively
• Strong collaboration skills to build teams across business boundaries
• Good financial and people leadership skills
• Initiates, builds, and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
• Comfortable working in a matrixed organization with excellent communication and networking skills

Qualifications: BS in Cloud Computing with 12 years of Experience

• IT Operations-related certifications
• Experience of working in an audited environment, whilst juggling multiple priorities
• Demonstrable experience in managing suppliers
• Experience of liaising with Business areas to understand workload priorities and associated impacts
• Experience in the use of a multi-channel ticketing system (Zendesk)
• Procurement experience, including cost efficiency challenge
• Understanding of Customer needs and Business direction
• Exceptional coordination and administrative skills
• Ability to lead initiatives and influence stakeholders towards best practice
• Ability to work collaboratively, working with various departments and teams
• Ability to work with initiative as well as take direction
• An appetite for learning new skills
• Excellent communication skills (written and verbal) and interpersonal skills
• Proficiency in the use of the Office suite

Qualifications: BS in IT Service Management with 5 years of Experience

• Experience with Microsoft O365 and mail delivery processes
• Industry experience with experience leading Professional Services in delivering complex solutions
• Experience working with global teams and complex operating environments
• Experience with PMP, ITIL/ISO standards, and compliance
• Experience in IT with a track record of success in a variety of roles (projects, strategy, liaison with business leaders) and IT functions (Telephony, Network, video conference, Security, Applications)
• Familiarity with Contact Center operations, telephony, and the professional services delivery model
• Good working knowledge of the Genesys products and solutions with Genesys PureCloud and or Multicloud AWS and Azure (Hybrid)
• Good working knowledge of Avata products and solutions for telephony
• Excellent written and verbal communication, enjoys sharing knowledge and teaching
• Strong collaboration skills and cross-site interaction experience
• Excellent problem-solving skills with the ability to think laterally, both tactically and strategically

Qualifications: BS in Technical Management with 10 years of Experience

• Experience at the management level
• Experience with Agile and Waterfall methodologies
• Understanding of ITIL processes (ITIL v4)
• Good understanding of IT infrastructure, IT operation, and IT application, with experience in the manufacturing industry
• Ability to build infrastructure within fast fast-paced consumer-facing environment
• Strong stakeholder management skills
• Excellent relationship building and interpersonal skills, including cross-cultural competence
• Strong leadership qualities and a passion for building high-performing teams
• Strong customer orientation and able to manage customer expectations
• Ability to develop strategic plans and translate them into actionable roadmaps

Qualifications: BS in Telecommunications with 9 years of Experience

• Certified Project Management Professional (PMP) or equivalent PM experience, ITIL
• Experience in Information Technology
• Experience in account management, customer service, or service management with an IT managed service or outsourcing provider.
• Light Experience in project management and business operations with exposure to business processes and information flow.
• Experience with complex interrelated projects in matrix-managed environments.
• Experience leveraging a Customer Success framework to proactively lead the customer and mitigate churn risks
• Experience working in a customer success manager role or similar
• Knowledge of IT industry practices and standards.
• Exposure to application development and QA services (ADM)
• Ability to build strong relationships with customers and internal team members and to work across the organization to achieve results.
• Ability to work effectively with middle, senior, and executive-level customer contacts face-to-face, electronically, and over the phone.
• Ability to grasp technical concepts and establish credibility with technical contacts.
• Ability to recognize process deficiencies and implement improvement

Qualifications: BS in Computer Networking with 6 years of Experience

• Service management experience in an MSP or IT Consulting Company
• Technical support experience
• Experience in all aspects of developing and maintaining a technical service team
• Proven experience in customer service
• Experience with relevant MSP industry software applications, tools, and techniques
• Expert knowledge of key products and services, including Microsoft Operating Systems, Office applications, network routing, anti-virus solutions, and other key technology offerings
• Understanding the team is a reflection of the ability to coach them to success
• Ability to improve service delivery and participate in improving project offerings.
• Assist in hiring and staffing decisions within the service department.
• Ability to multitask in a fast-paced environment.
• Effectively prioritize service requests, escalations, along other duties and tasks daily
• Ability to hold the team accountable to the key business metrics
• Problem analysis and problem-solving
• Formal presentation and speaking skills
• Strong critical thinking and analysis skills
• Ability to collaborate, establish, and maintain credible and influential relationships at all levels.

Qualifications: BS in Information Assurance with 8 years of Experience

• Experience in managing 3rd party vendors and 3rd party delivered IT services
• Good knowledge of IT Infrastructure Library (ITIL) framework, passion for service improvement
• Working knowledge of Agile development methodologies and DevOps culture
• Team player with strong leadership skills to motivate and drive the IT delivery team
• Strong problem-solving skills and willingness to tackle difficult problems
• Excellent written and verbal communication skills, ability to communicate with end users and stakeholders on all levels
• Detail-oriented with good analytical skills to be able to analyze data, create reports, interpret information from multiple sources and identify solutions to business problems
• Ability to work under pressure and meet deadlines
• Ability to prioritize and manage tasks and time efficiently
• Self-motivated person with the ability to take responsibility.
• Fluent in spoken and written English

Qualifications: BS in Applied Computing with 6 years of Experience

• Experience managing IT programs and leading teams of IT staff without direct authority.
• Solid technical understanding of IT infrastructure, hardware, networks, applications, and security.
• Advanced understanding and experience using common project management scheduling tools.
• Meeting facilitation skills and leadership experience.
• Ability to manage multiple programs with proven experience in successfully managing and implementing multiple initiatives on behalf of business partners.
• Ability to lead, influence, communicate and interact with people at all levels across the company as well as external partners.
• Able to understand and communicate complex technical systems and concepts.
• Be able to cope with continually changing demands and challenges
• Strong analytical and interpersonal skills
• Must be able to work between the office in Quincy, MA, and Boston, MA, and some remote work
• Excellent organization skills, structured, with excellent time management abilities
• Excellent written and verbal communication skills.
• Ability to work unsupervised and make decisions with little guidance.
• Self-motivated, proactive, and able to use initiative.

Qualifications: BS in IT Infrastructure with 9 years of Experience

• Information Technology Infrastructure Library (ITIL) foundation certification
• Experienced Service Management professional
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience in managing 3rd parties and 3rd party delivered services
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer-facing/customer service skills
• Be able to work under pressure and meet deadlines
• Be able to demonstrate a high degree of flexibility, including shift and out-of-hours working
• Be able to manage sensitive and sometimes confidential information
• Be able to manage and prioritize and tasks and time efficiently
• Be able to demonstrate initiative and a proactive approach to daily tasks
• Be able to demonstrate the ability to undertake the above responsibilities
• Self-motivated and able to take responsibility
• Willingness to support and mentor junior staff

Qualifications: BS in Software Systems with 6 years of Experience

• Experience as a Service Delivery Manager in demanding enterprise environments, or equivalent experience
• Experience managing global delivery teams and performing at a high level in matrixed environments
• Experience working in a fast-paced and changing environment.
• Display a strong working knowledge of ITIL Service lifecycle stages (especially transitions, operations, and CSI) and the processes of Incident, Change and Problem Management
• Excellent reporting and analytical skills
• Ability to document and communicate in written and verbal forms with ease
• Ability to manage C-level clients, understanding the priorities of the executive level and communicate solutions clearly
• Capacity to take ownership of the managed service to a large client, as well as oversee the active projects in the account
• Ability to manage, represent and report a portfolio of services and multiple levels of support in the account.

Qualifications: BS in Digital Technology Solutions with 10 years of Experience

• Strong experience in ERP, particularly in Microsoft Dynamics 365 Finance and Operations and/or AX.
• Full implementation cycle, project management for large-scale ERP implementation with regional experience.
• Experience supporting and managing supply chain modules and a subject matter expert.
• Familiarity with ERP process, procure to pay, order to cash, production, record to report, etc.
• Business Intelligence (BI) experiences for data analytics and processes.
• Change management and knowledge transitions of end users' experiences.
• Be able to speak and write well in English.
• Strong analytical thinking.
• Be able to interact and communicate with all levels.

Qualifications: BS in Business Information Technology with 8 years of Experience

• ITIL Service Delivery Process
• Experience in customer service and business management
• Experience in managing external vendors
• Strong experience using ITSM tools (Jira, ServiceNow, etc.)
• Good understanding of SDLC (Waterfall and Agile), Release, Change, and Configuration management.
• Good understanding of relevant processes and practices (incident management, change management, request fulfillment, problem management, etc.)
• Excellent organizational and leadership skills with strong stakeholder management experience.
• Excellent communication, Project management, and Quality control skills
• Excellent verbal and written communication skills.

Qualifications: BS in Engineering Technology with 6 years of Experience

• Industry-standard ITSM, Networking, Application, or Security certifications 
• Experience managing IT Service Delivery or IT Support functions, business systems, and network environments for the enterprise.
• Experience in Root Cause Analysis and ad-hoc troubleshooting techniques.
• Experience with standard principles and practices of project management and budget development, work planning and organization.
• Experience administering and supporting a wide variety of cloud and desktop apps enabled for the enterprise.
• Explicit experience with cloud infrastructure (Azure/AWS), in particular MS 365/AzureAD.
• Experience with Active Directory and related technologies (Group Policy, DNS, LDAP), and specifically Azure Active Directory administration.
• Explicit enterprise device management experience using MS Endpoint Manager (Intune), configuring and deploying device policies and applications.
• Experience managing advanced features and consoles of MS365/Azure AD, including Exchange, Compliance, eDiscovery, and SharePoint Admin Centers, implementation of retention policies, in-place archive, etc.
• Experience with Cisco/Meraki (or equivalent) 
• Experience with Infrastructure monitoring, logging, SIEM, and backup technologies
• Experience with MS Graph, MS Flow, and PowerBI
• Experience or familiarity with IT and InfoSec industry-standard compliance frameworks.
• Proficiency in scripting technologies 
• Service-oriented, collaborative, and client-success mindset first and foremost.
• Strong communication skills, attention to detail, and ability to self-organize while parallel-processing and driving projects to completion.

Qualifications: BS in Information and Communication Technology with 11 years of Experience

• Implementation cycles, Project management experience from large-scale ERP implementations with regional rollout
• Experience in managing and supporting the supply chain module and good business knowledge
• Experience with reporting/BI/data analytics tools and processes
• Experienced in change management and knowledge transition of end users
• Familiar with ERP processes, order to cash, procure to pay, record to report, production, etc.
• Good command of written and spoken English
• Strong ERP experience, Microsoft Dynamics 365 Finance and Operations and/or AX
• Strong analytical thinking
• Ability to interact and communicate with all levels
• Ability and desire to work in a highly collaborative, fast-moving, startup environment.

Qualifications: BS in Computer and Information Science with 8 years of Experience

• Experience in process ownership and delivering process functions
• Experience in a Managed Services environment
• Experience and competence in chairing meetings
• Familiarity with Project Management Approaches and the project delivery life cycle
• Familiarity with the SDLC (Service Delivery Life Cycle)
• Solid operational understanding and technical knowledge of multiple standards and tools
• Excellent written and verbal communication skills.
• Ability to influence cross-functional teams without formal authority

Qualifications: BS in Enterprise Computing with 5 years of Experience

• ITIL Certification, including A+, MCSA 
• Experience with ServiceNow or other ITSM ticketing systems
• Experience in leading desktop support/service desk
• Experience in supporting, administering, and troubleshooting standard office applications, hardware, networking and business systems in a customer service atmosphere
• Experience in supporting, administering, and troubleshooting enterprise business systems (Oracle or equivalent)
• Experience in management, as well as industry project management experience
• Experience in supporting the Microsoft SharePoint Security, Microsoft 365 Suite, Oracle 11i Application Security, LINUX, Oracle Database, Windows 10 and Active Directory
• Experience in managing IT Security reviews (systems access request/active directory changes, documentation and approvals)
• Experience in managing Windows in a large-scale production environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Expertise in people management and leadership, with demonstrated proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Excellent hand/finger dexterity to operate a computer keyboard, mouse, power tools, and handle other computer components
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Exceptional customer-facing skills

Qualifications: BS in Technology Management with 10 years of Experience

• Strong understanding of change management for internal services
• Experience leading within a global, matrixed organization
• Experience in dealing with third-party-provided services
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Experience working with ServiceNow 
• Expert in people management and leadership
• Strong organizational skills
• Be able to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills

Qualifications: BS in Informatics with 8 years of Experience

• Experience in IT operations and infrastructure.
• Experience in leading and managing these functions.
• Extensive experience working within IT Service Management, either in Service Management or Service Delivery Roles
• Experience in producing management information to analyze service trends and performance
• Experience in managing the performance of information technology service providers
• Strong passion for service delivery and operational excellence.
• Track record of developing and managing IT services and SLA.
• Ability to coach and mentor the team to deliver outstanding results.
• Critical and structured thinking, business acumen, and executive-level influence formulate and obtain broad support for IT strategies, operating models, and plans.
• Solid communication skills to manage stakeholders and external suppliers, monitoring performance against service level agreements, participating in effective working relationships to deliver continuous improvement.

Qualifications: BS in Computing and Security Technology with 9 years of Experience

• Certification ITIL Foundation V3
• Significant experience as an IT project manager or an IT Infrastructure architect
• Experience in managing the performance of 3rd parties and their delivered services
• Experience using JIRA, Confluence, and ServiceNow
• Experience in the coordination or management of people
• Ability to listen, gather, and understand information about people and situations quickly
• Excellent interpersonal skills, including the ability to influence across the organization and externally
• Excellent attention to detail and quality
• Excellent written and verbal communication skills
• Strong analytical skills, anticipate and respond accordingly to emerging trends
• Be able to work under pressure and meet deadlines
• Be able to demonstrate a high degree of flexibility
• Be able to manage sensitive and sometimes confidential information

Qualifications: BS in IT Operations Management with 7 years of Experience

• Certifications from IAM Level I or IAT Level I.
• ITIL Intermediate Level Certified.
• ITIL Expert Level Certified
• Certified Cloud Security Professional (CCSP).
• Experience managing and delivering service operation improvements in functions and processes in an environment similar to the requirements of the RFQ.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to thrive in a fast-changing, dynamic environment.
• Exhibit a commitment to customer service while building customer partnerships.
• Strong consulting mindset, exceptional client interfacing skills.
• Good computer skills and the ability to use business support software
• Excellent leadership and customer service skills
• Ability to manage conflict and offer suitable resolutions

Qualifications: BS in DevOps Engineering with 11 years of Experience