Opportunity for the role of Service Performance Manager with one of the largesttravel domain expert(Candidates Upto 1 Month joining time only)(Permane

Opportunity for the role of Service Performance Manager with one of the largesttravel domain expert(Candidates Upto 1 Month joining time only)(Permane

IGT solutions | Pune, MH, IN

Posted 5 days ago

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Description

About the Organization - IGT Solutions Pvt Ltd


IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide.


IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels.


IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.


Opportunity for the role of Service Performance Manager with one of the largest travel domain Expert

Exp:8+

Location: Permanent Remote

Duties & Responsibilities:



The Service Performance Manager is a member of the Global Service Management team, reporting to the Service Management Lead.

Service Performance Manager is responsible for defining ITIL best practise for Incident, Change, Problem, Service Request and Service Level Management and driving the implementation and continuous improvement of these.

Key Responsibilities

· Defining ITIL best practice for Incident, Change, Problem, Service Request and Service Level Management and driving the implementation of these.

· Drive the improvements of the operation processes and workflows in collaboration with ServiceNow Platform & Integration owner, and supplier

· Collaborate with the Global Operations Manager when on-boarding new services or locations.

· Support the ITAM and SACM owner with compliance of interfacing processes

· Facilitate Change Advisory Board

· Setup and Manger Forward Schedule of Change

· Define Global SLAs

· Setup reports and dashboards with support from supplier.

· Monitor, review and report on Service Level performance and global KPIs

· Define improvement plans for non-compliant performance and monitor the implementation corrective actions.

· Monitor the usage and success rate of Service request, Change request and identify improvements to apply Std. Changes, Automation etc.

· Collaborate with Service owners to build their Service request catalogue and support them in on-board these to the Service Catalogue

· Engage with Service owners to identify improvements opportunities: on-board new request to the Service Catalogue, automation to improve efficiency and lead times, shift left to improve FCR etc.

· Monitor escalation and drive 3rd level escalations from End Users.

· Define process specific procedures and collaborate with Knowledge Manager to publish these to the applicable audience (End User guidelines, ServiceDesk, L2/3Operations etc.)

· Define global standards for ServiceNow groups and monitor compliance and usage of these groups.

· Support Global IT service to create Service Descriptions.

Key Behaviour

· Leadership/Direction

o Demonstrable leadership and gain the respect of all key stakeholder both business and technical throughout the Dufry organisation.

o Ability to set, agree and monitor progress on objectives.

o Manage risks and issues, and escalate where required.

o Able to set and follow company policies for best practice.

o Work collaboratively with all global and local IT teams.

· Customer focus

o Understand business requirements and priorities and ensure that services are designed to meet or exceed these.

o Taking into account the needs and perception of customers and provide proactive feedback.

o Develop and maintain productive and professional relationships with customers.

Consistently receive positive feedback from customer interaction





Interested Candidates please share profiles at shruti.dixit@igtsolutions.com