SIAM Service Manager - Pune - Tieto Software
- Tieto
- 3 - 6 years
- Pune
- 5 years ago
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Job Description
Roles and Responsibilities
Service Manager s role entails designing, creating and maintaining IT service portfolio and the lifecycle of services in the portfolio. Strives to develop a reliable IT service and improve the existing IT services; focusing on determining and meeting customers' needs, planning new services, and updating existing ones in line with the best practices. Manages IM services throughout their service lifecycle (from service development to service transition and operation). Manages stakeholder expectations and executes and follows up on end-user satisfaction surveys. Key responsibility for documentation related to services in Service Manager s responsibility.
Responsibilities include but are not necessarily limited to:
- Service specific Demand Management
- Service Lifecycle Management and reporting (Service Design, Service Level Design, Service Level Requirements, Service Delivery Preparation, Service Development and Test co-ordination, Service Transition)
- Continuous Service Improvement
- License Management - Optimization
- Financial Management - Budgeting and Forecasting
- Operations Management - Participates in Incidents, Major Incidents, Service Requests, Problem Management as required.
- Communicates (especially) with Customer s Category Owner to understand service requirements and aligns service with business needs
- Coordinates and leads customer s suppliers to follow and improve the performance within acceptable costs and contract limitations.
- Co-operates as part of the Customer specific Service Management Office with other Service Managers, and the Head of Service Management Office.
- Collaborates with Customer specific Service Management Office staff especially in the areas of Financial Management, Operations Management, License Management.
We expect you to have:
- 10+ years of overall IT industry experience
- 8+ years of relevant working experience of multi-location and multi supplier environment.
- Experience in Service Integration and Management (SIAM)
- Understanding of Salesforce and SAP or any ERP system is an advantage.
- Excellent communication skills - written and verbal.
- Ability to work effectively in multi supplier / collaborative environment. Ability to understand and improve the process continuously.
- Ability to work with multi location and multi supplier operations, Excellent leadership skills to lead multi cultured multi location teams. Customer focused, result oriented.
- Strong negotiation and influencing skills. Ability to think and act in stable manner during emergency situations. Ability to involve people from all the suppliers to get coordination and cooperation all the time.
- Ability to handle ambiguities & uncertainties and pave the way through it to bring more clarity.
As a person you are:
- Proactive and professional in your work
- Self-motivated person, having sense of ownership, responsibility and objectivity
- Able to see the big picture without forgetting details and capable to communicate it clearly
- Honest & ethical
- Independent but also a good team player, who is willing to work in multi-cultural set up
- Willing to learn and grow & work in a highly complex environment
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: Production, Manufacturing, Maintenance,
Role Category: Production/Manufacturing/Maintenance
Role: Production/Manufacturing/Maintenance
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization
Contact Details:
Company: Tieto SoftwareLocation(s): Pune
Keyskills: SIAM Service Manager
Tieto
Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future.
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