Overview
Senior Consultant - IT Service Management - Milan, Italy Consultant
Role - Senior Consultant
Technology - Service management
Experience and Knowledge required
* IT Infrastructure Service Management experience and associated service models
* Experience in CMMI based process improvement models, experience delivering Lean / Six sigma projects.
* Practitioner level understanding of ITIL and working knowledge of service management platforms.
* Experience working with and influencing various levels of management, building relationships and influence across teams.
* Ability to lead, make decisions, problem solve and work with-in and with other teams (including partners) to deliver out-comes
* Demonstrate a resilient approach to working, asking tough questions to identify root cause.
* Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
* Working knowledge of EUC operations including Remote support and Deskside support
* Experience in Stakeholder management and Conflict resolution
* Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.
Technical skills (Required - Nice to have)
* Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
* Knowledge of agile methodologies
* Ability to identify and instill industry best practices.
* Proven Customer Service skills
* Excellent written and oral communication
Language skills needed
* English
People skills
* Service Management
* Stakeholder management
* People management
Soft skills
* Create deep client impact
* Execution excellence
Area of responsibilities
* Skill Level
The role is expected to carry out following function / activities as part of this job
* Conduct ongoing reviews on service health and ITIL / service management practices – across service transition, delivery, and transformation.
* Point of Contact for escalated IT Incidents and update Client on ETA / Resolution / Workaround.
* Point of Contact for IT Teams and Vendors at across geographies
* Point of Contact for future Infrastructure Enhancement and requirement gathering.
* Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
* Manage IT Service Delivery at onshore Locations
* Coordinate with Offshore IT Team for coherence with Business require-ments.
* Proactively manage service levels, with primary focus on prevention of fail-ures and swift corrective actions when necessary.
* Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
* Enables Service Reporting and Governance Reviews.
* Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
* Drive Continual service improvement processes, tracking anticipated value and benefits.
* Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
* Work with PMO on short / long term IT Project implementations
* Work with Delivery SPOCs and client Business users on IT requirements
* Coordination with 3rd party vendor / contractors on IT System up-grade / break fix / new installations
* Vendor Contract and License Management
* Implement Service improvement and Transformation initiatives
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