Key Responsibilities

1. Service Delivery and Optimization

• Analyze service delivery metrics and identify areas for improvement.
• Implement strategies to enhance service delivery efficiency and customer satisfaction, for managed service capabilities.
• Utilize ServiceNow and other ITSM tools to manage service delivery and drive continuous improvement.
• Implement and manage service delivery based on ITIL framework best practices. Identify automation opportunities to improve efficiency.
• Ensure adherence to SLAs and manage service delivery performance.
• Analyse user needs and develop ServiceNow software solutions, applying principles and techniques of computer science, engineering, and mathematical analysis
• Make suggestions to update software and enhancing existing software capabilities

2. Financial Management and Budgeting

• Develop and manage budgets for service delivery, infrastructure, and cloud resources.
• Forecast expenses and ensure accurate financial reporting, including Telco-specific cost analysis.
• Optimize financial resource allocation, considering infrastructure and cloud cost efficiencies.
• Create and End-to-End tracking of purchase orders and ensure POs are aligned with budget and financial approvals.
• Reconcile payments with invoices and POs to ensure accuracy. Track invoices and ensure timely payment processing. Resolve payment discrepancies.

3. BAU Operations

• Communicate with stakeholders and resolve issues within agreed timelines and SLAs. Ensure support availability as per agreed SLAs.
• Generate comprehensive reports and dashboards on service delivery performance, financial metrics, and infrastructure/cloud utilization.
• Analyze data to identify trends and areas for improvement and provide financial analysis.
• Document and share the learnings for continuous improvements. Seek information and leverage knowledge from relevant stakeholders. Contribute to organizational knowledge preservation and drive efficiency.

4. Stakeholder Collaboration

• Collaborate with cross-functional teams to gather requirements and analyze scope for service delivery.
• Communicate effectively with stakeholders at all levels, providing service delivery and financial insights.

6. Continuous Improvement

• Focus on process tailoring and risk planning to proactively enhance project efficiency and quality.
• Drive continuous improvement through, knowledge sharing, and documenting lessons learned.

Certifications:

• Project Management Professional (PMP - mandatory).
• ITIL V4 Certification (mandatory).
• AWS, Azure, or Google Cloud Certifications (preferred).

Key Competencies

• Project Management: Strategic Planning, Project Scheduling, Resource Management, Budgeting & Financial Management, Agile Methodologies, Risk Management, Stakeholder Management and Cross-Functional Team management
• Service Delivery: ITIL Framework, SLA Management, Incident Management, Problem Management, Change Management, Request Fulfillment and Knowledge Management
• Technical Skills: MS Project, Jira, IT Infra understanding, ERP Systems
• Tools: ServiceNow, Power BI.