Job Description :
Job Title : Ecom Service Delivery Lead (WCS)
Location : Middleton, WI
Duration: C2C/CTH
Rate: Market
Job Description:
Must Have Skills:
Service Delivery Manager with Incident & Problem Management experience and effective communication
Need eComm/Retail application support.
Roles / Responsibilities:
End to end Ownership on Incident & Problem Management services
Good communication and at least 3-5 years of customer facing onsite experience
Prior experience on onsite and offshore coordination and other vendor’s coordination skills
Delivery lead for Enhancement tracks, Escalation management, onsite/offshore interaction, peak planning and other lead activities such as Status (Daily/Weekly/Monthly/Quarterly) reports, customer communication, governance reports
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Skillset to do audits on Incident progress/closure/backlogs, proper assignment, 80-20 analysis, RCA, problem changes/CRs, communication on the releases and problem ticket closure and the tools used (SNOW, JIRA)
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Six Sigma certified is preferable for quality and process checks
Drive internal and third party service review meetings covering performance, service improvements, quality and processes
Excellent organizational skills, leadership quality and team/people management skills
Able to demonstrate initiative and a proactive approach to daily tasks
Knowledge and Experience preferred in one or more of the below technology: IBM WCS/J2EE.