Program Manager - WPS

Zensar Technologies is a technology consulting and services company with a global presence. The Program Manager - WPS will be responsible for managing service delivery, ensuring quality improvements, and maintaining communication with all parties involved in the service delivery process.

Responsibilities:

• Evaluate customer feedback to develop ideas for continued service quality improvements to service delivery
• Be knowledgeable about the Agreement related to the service requirements for their area of responsibility
• Ensure that the service delivery for all the Providers services are performed to the requirements defined in Schedule 2A – ITSM Statement of Work
• Develop, maintain, and continuously update Procedures used by the Provider for the delivery Services for the area of responsibility as needed and manage the implementation of Changes to the Services when Procedures are updated
• Monitor and report on the Provider’s performance for that service area of responsibility as required by this Agreement
• Receive complaints and inquiries from customers for service quality and delivery, and promptly work towards providing a resolution to the issue
• Assists the Solution Architect in the design and recommendations related to the Services for their area of responsibility
• Coordinate communication with all parties involved in the service delivery process to ensure end-to-end delivery of services to the Customer’s End Users
• Develop and maintain relationship with Customer’s counterparts for the delivery of services within their area of responsibilities

Requirements:

• 10 years of experience in managing service delivery for big organization
• Strong experience on managing service desk, desk side support, SCCM, Intune, Exchange, AD and Cross Functional teams
• At minimum certified ITIL service management foundation at a minimum with a practitioner level or higher is desired
• Strong project, customer service, communication, and service management skills based on experience with outsourcing arrangements
• Knowledge and experience of industry standards such as ITIL v4, ISO 20000, COBIT, and CMMI — SVC at level 3 at minimum
• Strong knowledge of measurement processes, procedures and methodologies, including the ability to drive internal behavior
• Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet customer's end-to-end service levels
• Able to handle the escalations and ensure to come up with Continuous Improvement plans
• Ability to understand, design, implement, and manage ITSM management processes and procedures in an outsourcing environment
• Master's Degree – Information Technology
• Preferably trained in ISO 9001 process quality management