senior specialist_workplace operations in bangalore

randstad india
position type
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bangalore, karnataka
Information Technology
position type
10 To 15
reference number
randstad india

job description

senior specialist_workplace operations in bangalore

?Build and maintain effective relationships with stakeholders, internal and external service providers through a fact based approach via SOWs, SLAs, KPI and metric measurement and management ensuring continuous improvement & operational leadership performance in alignment with expectations of the business in conjunction with Workplace CoE � Products & Services Delivery Heads, Product Owners, BE&T-EE Leads, etc

Work with PSD lead and Product Owners, EAs for effective communication of the short-mid-long term global product roadmap & strategy for infrastructure/applications portfolio Continuously improve connection between DBS and business/functions, working with and through BE&T-EE Leads, Workplace CoE-Products & Services Delivery Head as appropriate Own & Lead governance activities to communicate/manage service levels, key project status, and vendor management as needed to help prioritize and manage operations in the roles remit.

Has a deep and extensive understanding of service level agreements to lead and/or act as a key participant in the development and/or approval of service expectations and offerings working with the BE&T EE Leads, WP CoE Products & Service Delivery Heads & other stake holders
Service Operations Oversight (50%):

Provide oversight to service issues and critical situations (critical and structural SLA breaches) within service operations to ensure smooth functioning of the operations on a 24x7 follow the sun mode.

Assist in the refinement, documentation and activation of a Workplace services catalogue working with various stakeholders, with service level requirements for IT business services and manage service agreements/contracts Align with external OEM vendors as well as third party service providers as needed for Managed Services activities to ensure incidents, service request and change requests, project deliveries are properly addressed and communicated with all stakeholders

Provide updates on technical delivery (solutioning as well as execution) of the projects in the areas of roles responsibility by working in collaboration with the WP CoE Products & Services Head, Project/Program managers from PPC and other functions as appropriate Reviews and analyses the end to end delivery performance and tracks support services including incidents and service requests with WP CoE Products & Services Delivery Heads which includes activities such as but not limited to :
- Bring predictability into the service operations
- Transparent metrics driven service operations
-Identifying opportunities to grow the service delivery in terms of performance and user experience
-Accountable to optimise overall run cost by identifying opportunities for simplification and automation
-Address non-compliant SLAs/OLAs with corrective actions to not only reverse trends but put proactive corrective actions to avoid repeats working with Workplace CoE Product & Services Delivery Heads
- Focus on Employee Experience with consistency
- Adherence to timely reporting, compliances, delivery diligence
- Identify shift left opportunities to enable service desk & desk-side support in addressing end-user issues at first contact
Ensure a structured release management process as per product roadmap is communicated to the regional stakeholder and provide broad oversight for ensuring that appropriate communications as per defined protocols are followed in a timely manner.

Participate in overall Workplace technology infrastructure/applications portfolio roadmap and program planning in forums like TRB, ARB, DRB, etc within the remit of the role to represent the product and service operations perspective ensuring both internal delivery teams as well as service provider are prepared to support the program, and as projects move from development into a run mode.

Ensure service introduction is not undertaken without adequate planning and execution on the same by the project teams. Manage regular service/OLA and contract reviews with both internal and external service suppliers and include other stakeholders throughout as needed in conjunction with SIAM Teams, Vendor Management, etc as applicable for the region in his/her remit Present service reports identifying trends and patterns, actions undertaken, oversight on having right shift rosters for teams etc
When required define, agree and document OLAs (operating level agreements) that facilitate collaboration between and beyond IT silos and service suppliers in conjunction with Vendor Management & Procurement Actively participate in supplier engagement by reviewing and agreeing on relevant service schedules and underpinning contracts.

Represent business interests and needs during service reviews with internal and external service suppliers Responsible for bringing in regional perspective in the set-up and management of a best in class Change and Release Management process that aligns to overall Diageo SIAM processes.
Work with Workplace CoE � Products & Services Delivery Head to ensure real time updates are available to all stakeholders for management of service delivery communication, demand & capacity planning, etc. Work with Workplace CoE Governance teams for proactive resourcing, demand and capacity planning of the delivery portfolio and driving closures with the requisite business stakeholders regarding SOWs, chargebacks, etc


Client Introduction


?ITSM Operations


?o 15+ years of experience in End User Computing (EUC) business relationship management, front end operations role independently managing a regional remit of operations associated with EUC technology areas like Device Provisioning (Win/Mac) across BYOD/CYOD, Application packaging & Delivery, Microsoft EUC stack, Communications and Messaging, Identity & Access Management, Corporate Mobility, Collaboration tools, Email messaging, Sharepoint, Quip, Box, Onedrive, Chatbots, Okta, Azure AD, Airwatch/Intune, Conferencing room viz Zoom, Desktop apps, Field Services, Server Based Tools - SCCM, SCOM, VDI, etc.
o 5+ years of experience in an ITSM Lead Role, Service Desk Manager, Level 2 & 3 support for IT End user Computing.
o Undergraduate degree preferably in Computer Science or similar technical degree
o Excellent conflict resolution and stakeholder management skills with ability to analyse any given situation in a structured manner to drive quick resolutions
o Excellent communication skills - verbal and written - with the ability to collaborate well in a team and across organizations
ITIL Certification and practitioners experience in IT Operations & management