Job Summary

Role - Digital Workplace – DWP Service Success Manager   Job Summary   Digital Workplace services is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization’s regionalization approach to systems, infrastructure and end user support. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business. Critical for success is the ability to oversee the support of multiple site teams, systems, infrastructure and end user support.   Essential Duties and Responsibilities Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self. Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc. Conducting Team Action Meetings, Weekly team meetings and review deliverables Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same. SLA Measurement, Reporting & Adherence - 5 Nines Strong Capabilities on Handling deliverables responsibility. Vision & Goal Setting abilities with Orientation on details to achieving the same. Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures. Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Defining new process and procedure for operations. Periodic evolution of SLA metrics and Audits Budgeting & P&L Experience – Managing Capex & Opex. Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc. 3rd Party Vendor Management & Contract Negotiation Skills & Experience. Ensure and develop relationship with customers, stakeholders with high satisfaction level Liaison between business leaders and senior management to drive program/ projects budget at strategic level Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies Working with the client and operations teams to identify and manage service improvement activities Removing all obstacles to customer satisfaction and / or financial performance   Skills and Abilities  The SSM profile will be a senior profile will need to manage end to end user service delivery Ability to interact with CIO / Infrastructure director Understanding of ITIL framework Preferably 12+ years plus of Industry experience with managing a team of over 100 resources. 10+ years of Experience with Asset Management, Desktop Deployment, VDI, Windows/PC Refresh and Scheduling 5+ years in managing Service desk, Service improvement programs Adept in working out strategies in measuring and improving user experience Experience in desktop engineering including Imaging, packaging, software distribution Overall understanding with minimum of 10+ years of hands on experience in managing & delivering complex Deskside Infrastructure for a large enterprise. Strong Leade

Key Responsibilities

1. Develops and implements operational strategies to achieve business objectives, ensuring alignment with the company's overall vision and goals.
2. Identifies and implements process improvements to enhance efficiency, reduce costs, and improve overall productivity.
3. Leads and mentors teams, providing coaching, training, and feedback to improve performance, and fosters a positive and collaborative work environment.
4. Manages budgets, resources, and procurement, ensuring efficient allocation and cost-effectiveness.
5. Tracks and analyzes key performance indicators (KPIs) to identify areas for improvement and optimize operations.
6. Ensures compliance with company policies, regulations, and industry standards, and maintains high quality standards.
7. Facilitates effective communication and collaboration with other departments, stakeholders, and vendors.
8. Identifies and manages potential risks, implementing mitigation strategies to minimize impact.

Skill Requirements

1. Group Operations Manager needs a combination of hard and soft skills to effectively lead and manage operational processes within an organization.
2. These skills include leadership, communication, problem-solving, analytical thinking, and project management, among others.
3. Additionally, strong financial and organizational skills are crucial for managing budgets and resources, and ensuring efficient workflows.

Other Requirements

1. ITIL 4 Foundation is a must and PMP/Prince2 or Six Sigma are optional