World Vision International

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Service Management Specialist II

Job Description

PURPOSE OF POSITION:

The Service Management Specialist II 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 Field Service Delivery Manager/Infrastructure Support Stream Lead – Asia

  • Coordinates the implementation of global initiatives and projects between the Global Implementation team and the national office IT teams within the Asia time zone

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

  • Facilitate issue resolution, 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 Service Management Specialist II provides support for moderate to complex service assignments. They work on multiple projects/systems/issues at a time as a project team member, sometimes as a project lead. They deliver IT solutions and support for a multiple entities or offices.

KEY RESPONSIBILITIES:

Business Relationship:

  • Establishes and maintains relationships with individual users, groups, functions and key stakeholders to coordinate support.

Strategy & Business Planning:

  • Participates in and/or provides input to service management strategy and planning for individual entities.

Project Management:

  • Coordinates input to project schedules, deliverables, or cost at a local level.

Customer Satisfaction:

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

  • Escalates problems as required based on SLAs.

  • Measures against metrics to ensure customer satisfaction.

Vendor Management:

  • May oversee projects provided by local vendors.

  • Evaluates vendors’ services and recommends changes.

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

  • May assess any associated risks and options.

Service Level Agreements:

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

  • Explains service procedures to clients.

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

Communication:

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

Coaching/Mentoring:

  • Provides coaching and mentoring to less experienced colleagues.

  • May develop and deliver briefings to users and team members.

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.

  • Typically requires 3 to 5 years of experience within the relevant area of work performed.

  • 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.

  • Able to work under tight deadlines and cope with pressure.

  • Strong analytical, reporting and organizational skills.

  • Good oral & written communications skills with influencing & negotiating skills.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 15% of the time.