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it service delivery manager skills matrix

Works on complex and diverse projects. Management of the development team and interaction with the QA teams as well as service product managers to manage platform deliveries to high quality, cost and time, Management of both the Pune based and US (L3 support) delivery services, Manage the relationships with our ITO partners, Be a culture carrier for UBS in the India BSC and a visible leader to the GGL development and delivery teams, Integrate the Pune office with the global team, ensuring that UBS's global standards and practices are followed, Design new IT solutions to address any problems that arise, or to bring efficiencies with bank IT Infrastructure Support Functions, Responsible for Tool development and Project Mangement & Coordination, Responsible for assessment and approval of any on-boarding/off-boarding tools / application in the bank Infrastructure space, Maintenance of the tools/application developed for Infrastructure support team, Overall Global IT Delivery lead for the Asset Management Risk platform. Demonstrated ability to adapt communications to meet the unique needs of diverse groups of people, Experience mentoring and assisting staff with the creation of development plans, Cultural competence, awareness, and comfort working in a diverse environment, 3-5 years of hands-on experience managing IT projects -- Familiar with Project Management methodologies, Leadership experience including verifiable references, Management of projects with 30+ team members, Managed project teams over multiple geographical locations, Have the ability to build and sustain strong relationships with colleagues, employees, and clients of varying levels (i.e., Executives, VPs, Directors, Management, End Users), Facilitate issue resolution - Identify customer issues, develop effective solutions and successfully manage the communication to the customer, Operate as the lead point of contact for any and all matters specific to your customers, Ensure delivery, resources and support process are in place to meet business needs, Build and maintain strong, long-lasting customer relationships, Manage high volume request demand within defined SLA's, Participate / Lead in high severity scenarios and consult, Participate in RCA sessions and develop best practices from lessons learned, Collaborate and Develop operational improvements with departmental team, Develop plan and improve upon existing service delivery processes, Develop a trusted advisor relationship with key customer stakeholders and executive sponsors, Ensure the timely and successful delivery of our solutions according to customer needs and objectives, Communicate clearly the progress of monthly/quarterly initiatives to stakeholders, Assist with high severity requests or issue escalations as needed, Able to demonstrate the ability to undertake the above responsibilities, ITIL Qualified and demonstrated knowledge of ITIL disciplines, Demonstrable experience in leading virtual and vendor partner teams, Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines, Able to work under pressure and meet deadlines, Able to manage sensitive and sometimes confidential information, Able to demonstrate initiative and a proactive approach to daily tasks, Deep understanding of Operations and “run” aspects of IT, for back-end systems and end-user technology, Proven relationship management skills including the ability to work collaboratively with end-users and executive leaders (brokers and agents) in the business, Ability to partner with and collaboratively drive accountability with vendors and our internal teams, Strong interpersonal, communication (verbal and written), negotiation, and collaboration skills incorporating the ability to effectively work with all levels of the organization, Demonstrated high level analytical and problem solving skills, including the ability to identify issues and risks and work with Hub stakeholders for resolution, Possess shared vision and values that create culture of customer service, accountability, capability building, Effectively coordinate resource within the team providing day to day supervision. The main role of a service delivery manager is to manage or refine service delivery processes to a company's clients or customers. This position is a stakeholder Maintain a high level of employee morale within the team, Assist the IT Customer Care Director in the preparation and administration of departmental budgets, business plans and metrics. This post shares fifteen skills and qualities that can help you to perform at your best as a manager of customer service. Approachable and available, Understands and supports the client's leadership philosophy and culture. Adds value to it by modeling behavior in a manner consistent with the client's core competencies and core values, embracing collaboration and consensus building, and fostering leadership at all levels, Identifies conflicts and proactively initiates corrective action, Balances demands and keeps multiple initiatives and work tasks going at the same time, Uses the appropriate decision-making model for the situation at hand, consistent with the Pomeroy leadership philosophy. Writing your resume with a target job in mind requires having a clear understanding of the job's skills and proficiencies. Communication Skills. They are broken down into hard skills, soft skills, and traits. Below, you can see an example of a skills matrix that uses levels. Conduct analysis and share information to help identify any opportunities to improve team performance and customer service, To be the customer satisfaction champion within IT and central escalation point for the business. Ensure issues are proactively managed to resolution, impacts mitigated and root cause eliminated. MSCDT, MCP, MCSE), Ability to work in a typical office environment, Ability to lift and move desktop and other related hardware, Frequent, local travel may be required depending on location, Occasional, distant travel may be required, Occasional evening and weekend work may be required, Partnering with Infrastructure Architecture and Engineering to influence designs (to include video, audio, and networking) as part of the engineering design package, and coordinate the design review and change process with Operational team members and third party partners, Proactively troubleshooting devices and coordinating equipment and system repair/maintenance as required, Continuously monitor effectiveness of communication services, perform root cause analysis, develop and implement improvement plans, Developing and maintaining procedures, standards and methods for team members and other colleagues, Partnering with clients, consultants, applications technologists, external stakeholders, and other I/S domains to understand business and systems requirements and identify communication and collaboration technologies and solutions needed to support the business, Sharing knowledge and assisting team members and other peers who are less experienced or knowledgeable in a specific technology, Assisting in monitoring and managing the health of solutions and services by utilizing available tools, Maintaining up-to-date awareness of industry developments and best practices in area of specialization, Participating in researching vendors, equipment, and software to support business needs, Coordinating AV support and audits to ensure accurate equipment and compliance, Responsible for the operational maintenance of the company’s global voice & video system standards, Lead monitoring and troubleshooting of voice carriers, Identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating, Escalate issues and problems to external vendors and management as necessary, ensuring prompt and accurate resolution and appropriate visibility, Participates in the installation, configuration, and maintenance of technologies, software and solutions following established procedures and change control standards, Perform day-to-day operations, general & preventive maintenance and tracking of inventory, room sweeps, Perform requests through to completion and follow-ups to ensure customer satisfaction, Accurately record, update and document Incidents and Service Requests using the IT Support Desk system (ServiceNow), Communicate and update relevant stakeholders regarding on-going operation of services, open incidents and problems and providing timelines for resolutions or upgrades, 5+ years’ experience with Cisco VoIP infrastructure systems (Cisco Unified Communications, Cisco Call manager, etc.) If you’re the new IT manager or consultant on the block, one of the first things you should do in your IT organization is conduct an IT skills assessment. Additionally, skills in technical management, project management, strategy development, organization, communications, and customer service are required, Education:Bachelor's degree in Business Information Systems, Business Administration, Computer Science or related field or equivalent combination of education and experience, Preferred Work Experience: Experience managing projects with an enterprise management tool, such as Microsoft Project Server or WorkFront; Ability to read and interpret blueprints and specifications; Hands-on experience working with AutoCAD; Experience with capital building and renovation projects, Preferred Certifications:Project Management Principal and IT Service Management Certification. Develop and demonstrate an understanding of customer/business needs, Support customer service initiatives throughout the company and focus on continuous improvement of the customer experience, 8+ years in Information Technology Management with at least 3 years in a Service Desk Manager and Incident Management Manager role, 3+ years combined “Service Desk Analyst” and “Desktop Analyst” experience, License/Certifications: ITIL Foundations Certification, Thorough understanding of the ITIL Service Desk function, as well as Incident, Request Fulfillment, Access Management, Event Management, Problem, Service Level, Change, Configuration and Service Transition processes, Expertise in the distribution of packaged applications to the desktop environment and remote control technologies, Experience with automated workforce management technologies, Experience with IT Service Management (ticketing) systems, Comprehensive knowledge of current PC operating systems, printing, networking and application environments, Experience managing Service Transition of new systems from project to production environments, Ability to self-manage, prioritize and deliver on deadlines, Flexibility to adapt to changes/challenges in organizational strategy, priorities and direction, Ability to discern risks and take action to effectively mitigate, Demonstrated experience in managing a metrics-driven organization with demonstrated continuous improvement, Demonstrated focus on delivery a high-quality customer experience, Highly developed team leadership and management skills, Proven interpersonal, customer relationship and teamwork skills, The ability to maintain productive working relationships both within a team and across team boundaries, Monitoring of Key Performance Indicators and performance against Service Level Agreements, Resource performance management, mentoring and career development, 1+ years IT access provisioning/management experience, 2+ years Application Development/Support Manager experience, “Total Contact Ownership” program development expertise, Bachelor's degree, preferably in Information Systems or Security, or a closely related Business degree, Minimum of ten years of professional work experience, preferably in Banking, including experience in managing of individuals and technology and/or security, Has a wide range of experience and able to resolve complex issues. Assess the skill gaps that agents have in your team and coach or train agents based on those needs. IBM offers Job Skills & Competencies across 20 different industries. (VCS, TMS, TCS, TPS), Global voice systems maintenance experience, Strong teamwork, collaboration and communication skills, Demonstrated customer relationship management skills, with the ability to build strong relationships with other business partners and IT team members, Working in environments with high adoption of Cloud technologies, Experience in client migrations and tools, Sustaining a high level of service that enables all Jazz employees to perform their roles using devices in a productive and secure manner, Ensuring end user devices are effectively configured, deployed and managed, Acting as the liaison for solicitation, communication, resolution and changes for the end user environment, Ensure that all end-user IT tools (hardware, software) and services are available in a timely manner for all users, configured to standards and maintained to standards, Manage assigned projects from initiation to completion, including follow-up analysis, Collaborate with others on the delivery of and end-user computing strategy which covers lifecycle management , employee productivity gains, system deployment methods and centralized controls of end user environment, Develop, update and improve end-user guides and training materials, Develop and provide technical support and training to service desk staff on computer hardware, software, specialized technology, peripherals and the most relevant end-user IT tools, 5+ years of System Center Configuration Manager (SCCM) experience, Strong operational experience in managing end user devices in a global company, Strong Technical client knowledge in both hardware and software (Dell and Microsoft), Proven experience in Microsoft technology stack (e.g., Windows OS 7, 10, Office 201X, SCCM 201X), A demonstrated service delivery mind-set with experience in implementing result driven end-user computing services, Experience implementing continuous improvement programs, Strong presentation and communication skills with ability to engage and influence senior level staff, Demonstrated customer relationship management skills, with the ability to build strong rapport with the IT support community, Process management capability, in particular the ability to drive workflow standardization and integration into technology tools, Demonstrated experience working with and guiding external partners (e.g., remote service desk, on-site deskside support contractors) in a multi-national environment, Working in environments with high adoption of cloud technologies, Plan, organize, control and evaluate IT and electronic data operations, Act in alignment with user needs and system functionality to contribute to organizational policy, Preserve assets, information security and control structures, Propose, implement and manage the strategic development of the Company's IT Systems in line with the needs of the business and the strategy of the group, Travel is anticipated as part of this role, between the Harwell and Bristol offices (1 - 2 days per week) along with travel to within Europe to other Thales Alenia Space sites (1 - 3 days a month), Service Delivery experience within an ITIL environment, Extensive Supplier and Vendor Management Experience including contract negotiations, Experience of creating Service and Support processes from ground up and carrying out effective stakeholder management up to Exec Level to ensure process is adopted, Experience of driving service improvement through effective process governance, Ability to vary style and approach with stakeholders to achieve desired result, Highly articulate written and oral communication skills, Ability to quickly establish credibility and rapport with stakeholders, Experience of multi-tasking, and ability to lead virtual teams, Background in Media/Broadcasting is a great advantage, Experience of working with Agile Methodology and Online technologies is essential, Experience of driving service performance to consistently meet and exceed SLA's and KPI's, Experience of running governance forums such as Monthly Service Reviews and Quarterly Business Reviews, Experience of service transition in a product/project environment is desirable, To initiate, manage service changes and continuously improve our IT Services in Australia & New Zealand, To ensure that local business continuity is maintained, To collaborate on Global IT Projects roll-outs (i.e. Instantly download in PDF format or share a custom link responsible for recruitment, development and retention service... 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