World Vision International

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Senior Service Management Advisor

Job Description

*Position location to be determined by home country of successful candidate within the Asia Region where WVI is registered to operate.

PURPOSE OF POSITION:

The Senior Service Management Advisor supports the field service delivery team in implementing global initiatives and projects, coordinates with national office IT teams within the Asia time zone.

Responsibilities will include:

  • Reports to the Time Zone Lead – Asia.

  • Coordinates the implementation of global initiatives, specifically Horizon implementation, Transformed Field Environment (TFE) and LEAP 3 implementation and other projects between the Global Implementation team and the national office IT teams within the Asia time zone, in general, and the East Asia Region, specifically.

  • Provides inputs in the ongoing service reviews and reporting for processes/functions/customers being supported.

  • Provides and facilitates development programming support including profiles and budgets.

  • Facilitate resolution for both IT and business issues, ongoing analysis and provide data/ support within the time zone and the national offices

  • Track progress of all implementations and report on issues requiring resolutions and escalations.

  • Collaborate effectively across different IT departments and Service Delivery organization to ensure appropriate and pro-active response to customer issues/requirements.Monitor service standards and identify lapses for troubleshooting and root cause analyses are identified and corrective action taken.

  • Act as point of contact for a defined set of initiatives to the national offices in the Asia time zone.

  • Provide weekly and monthly reports on service review and delivery.

A Senior Service Management Advisor co-ordinates support and advice for complex or enterprise-wide assignments. They work on multiple projects/issues, usually as a project lead and deliver IT solutions and support across a region or regions. They lead and coordinate the activities of teams responsible for service management, and demonstrate broad knowledge of IT issues/solutions to identify and communicate service delivery requirements. They work with stakeholders to align technology service with business needs.

Individuals within the Service Management job family work as the interface with assigned areas of the business (i.e., National Office, Regional Office, multiple Regions) for the purpose of assuring and planning IT service. These individuals serve as the relationship linkage between global ICT and National/Regional IT services. They provide highly-valued consulting level support, guidance and planning through key IT service initiatives, and review, manage and ensure service level agreements They also communicate decisions, priorities and relevant project information to appropriate levels of staff.

Individuals must be able to communicate clearly, negotiate well, listen well, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills. They must be able to work collaboratively with system users, other technical colleagues and business users. They need good project management skills and experience of managing multiple projects. They work closely with others on service issues across organizational and business-entity boundaries. Their knowledge of technology risks and opportunities are shared to improve the efficiency and effectiveness of the business.

KEY RESPONSIBILITIES:

Business Relationship:

  • Establishes and maintains strategic relationships with local/regional/support organization users, business functions and IT colleagues to coordinate service support to meet their needs.

Strategy & Business Planning:

  • Participates in and/or provides input to longer-term service management strategy and planning for the organization.

Project Management:

  • Participates in short and long term planning sessions with clients and enterprise wide projects to ensure service delivery requirements are met.

  • Communicates with organizations stake holders, project managers, and other stakeholders to ensure awareness of progress, risks, and results.

Customer Satisfaction:

  • Recommends service level standards and tracking capabilities.

  • Monitors metrics to ensure customer satisfaction.

Vendor Management:

  • Defines and negotiates service level agreements with vendors.

  • Oversees projects provided by vendors.

  • Evaluates vendors’ services and recommends changes.

  • Evaluates vendor solutions to ensure requirements compliance and cost effectiveness.

  • Recommends alternative solutions to the vendor, where appropriate.

  • Assesses any associated risks and options.

Service Level Agreements:

  • Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

  • Monitors service-level objectives to ensure that requirements are met or exceeded.

  • Makes recommendations to improve performance and client satisfaction metrics.

  • Follows up in a timely manner to ensure customer satisfaction.

Communication:

  • Communicates with users, team members and management on a regular basis as to the status of assignments.

Coaching/Mentoring:

  • Provides coaching, and mentoring to colleagues.

  • Provides service management guidance.

  • Develops and delivers technical briefings and presentations to users and management.

KNOWLEDGE, SKILLS & ABILITIES:

  • Experience in Service / Account Management, Project Management, Business Process Design, Continuous Improvement, or Issue Resolution. Minimum 5 to10 years in the IT/high tech industry With Service Delivery/Account Management experience in ICT Managed Services/Shared Services.

  • Expert knowledge of Horizon, Transformed Field Environment (TFE) and LEAP 3 Implementation.

  • Bachelor’s degree, specialized training, certification, or equivalent work experience.

  • Requires experience in negotiation skills, and experience/in depth knowledge of business requirements and IT processes.

  • Typically requires 7 or more years of experience within the relevant area of work performed.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.

  • Understands the strategic direction set by senior management as it relates to team goals.

  • Uses considerable judgment to determine solution and seeks guidance on complex problems.

  • Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within World Vision.

  • Effective in written and verbal communication in English.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 25% of the time.