Job Description :
Profile: This position requires strong communication skills, great organizational agility, and strong planning skills. Candidates must function well in a global team environment and be capable of driving change. Candidates need to be organized with a proven ability to make the correct decisions under pressure, provide effective influence, impact, and collaboration both internal and external, and create an environment of motivation, passion and drive for excellence. Critical thinking and problem-solving skills are required. The ability to think quickly and perform analysis for data-driven discussions is needed in this role. This role is based onsite in Charlotte, NC. Qualifications: 3+ years support related management and supplier management experience 3 + years of demonstrated work experience in the IT industry 3 + years of Helpdesk operations and/or incident and service desk management Proven ability to take on complex systems and processes and drive simplifications and improvements Excellent problem solving, negotiation, and decision-making skills in a dynamic environment Solid understanding of Information Technology Infrastructure Library (ITIL) Background in the ServiceNow application area. Structured, focused and interested in working in a team but also across organizational boundaries. Experience working with suppliers around the world and used to collaborating and communicating Key responsibilities: Vendor Management: Create and lead outstanding vendor relationships with our outsourced partners, as well as internal and cross group stakeholders, customers, and teams. Manage service improvement initiatives and activities to increase customer satisfaction. Communications: Internal and external communications, training, and publications. Operations Management: Represents the entire Service Desk and Incident Management service end-to-end model when interacting with vendors, stakeholders, and customers. Service Improvement: Partner within peer organization and other stakeholders to be continually improving the predictability of our service and enhancing our service offerings based on customer feedback Identify and resolve gaps in team approach to delivering the service, which results in increased performance, reliability, and/or other aspects of service offerings Develop the service integration process. Project Planning/Execution: Manage multiple complex processes and projects simultaneously through effective collaboration. Own and manage the processes and tools that are included in Client's Integrated Services Integration portfolio using ServiceNow. Act as ITSM Process lead within SI-Office Ensure that current processes and tools are used correctly by all suppliers and internal teams. Coordinate Client operations as part of Major Incident Management solutions 24/7. Report and analyze KPIs regarding the area of responsibility. Own and drive continuous improvement work within IT delivery.