VLink Inc
South Windsor, CT
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Job Description :
Title : Service Manager Architect
Location: Irving, TX
Position Type: Contract

Job Description:

Service Manager B Sc M Sc BE MCA Manages overall service achieve CSI innovation and Transformation and manage the people within the LOB WITH the objective of service delivery and maintaining healthy portfolio as per contract WITHIN THE LIMITS OF predefined corporate guidelines Stakeholder Management Ensure management reports are circulated to the relevant stakeholders as per agreed timelines Service Management Act as the Single Point of Contact for Delivery for the project Responsible for End to End Service Delivery for the portfolio LOB being managed Devise Corrective and Preventive actions for any Service Level breaches near misses and Customer escalations Integrates Service Management Office into the service delivery to effectively leverage their specialist capabilities eg Incident Management Problem Management Change Management etc Manage defined processes and risks with respect to organization and customer Coordinate with onsite and offshore teams as necessary during project delivery Service Tracking Ensure service performance of the portfolio through defined metrics and KPIs Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data Ensure that status reports dashboards are sent to the customer for the projects at the agreed intervals Service Execution Coordinate and test Service Continuity plan on a periodic basis Resolving all customer requests issues escalations in a timely manner Knowledge Management Liaise with Academy for project level training needs and ensure training plans are made available based on skillset needs People Management Drive performance management process goal setting appraisals and promotions for the project Portfolio LOB Responsible for onboarding new hires Manage conflicts within the team and organize team building exercises Enable periodic skill assessment of associates and subsequent adherence to learning plans Initiate Performance Improvement Plan PIP in case of non-performance Continuously mentor and have succession plan for all key roles Responsible for forecasting and managing staffing requirements for the portfolio Contribution to Org Initiatives Adhere to Organization policies and procedures Participate in Customer round table discussions floor visits and share project experience Share best practices with the Organization and leverage Organization assets for the benefit of the project Adopt and implement organization initiatives like Best in Class Pinnacle Innovation programs etc Adopt and replicate best practices from other engagements in SBU and organization Business Development Customer Relationship Management Participate in Customer review governance meetings to discuss on Service performance project issues and improvement opportunities Participate a
             

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