Manager – Projects and Service Delivery
IPMC Ghana
Total des années d'expérience :9 years, 10 Mois
• Responsible for providing end to end infrastructure and application management services (24x7x365) and strategic operations delivery for partners/new projects.
• Delivery group consists of remote monitoring of services, Service Desk, service management and project management
• Responsible for service assurance, changes and delivery to meet their defined business targets
• Making key decisions for designing of the services and components to align with the business needs
• Liaising with product management, client and professional services, product and system engineering group to understand service requirements
• Analyzing information about problems and incidents to minimize availability challenges and critical issues
• Ensuring continual service improvement to enhance recovery model for resolution of major incidents
• Responsible for publishing monthly and weekly metrics dashboards with detailed analysis reporting the service performance trend
• Responsible for assessing, effectively managing and controlling the risks
• Building horizontal service delivery teams supporting multiple product environments hosted on private cloud
• Presenting the service performance in quarterly management review meetings to the senior stakeholders
• Taken key organization level initiatives for employee engagement, talent retention and development
• Driving ISO20000 certification readiness for the service delivery teams
• To conduct performance review for the team members.
Chief Deliverables
Detecting Incidents and recording the trends.
Understand any incident/fault on a basic level in order to use the appropriate resources
Understand the trend of Incidents created and coordinate with Problem Managers to determine RCA.
Initiate communication plan across business during a major incident.
Coordinate with IT Services and Leadership team to provide timely information about the causes of incidents and any relevant findings from investigations
Conduct a review of each major incident with problem management, to identify the root cause and options for a permanent solution and document the same as a Kbase article.
Prepare Major Incident Report with the reason of Major Incident, Observation and solution implemented.
Work on multiple ticketing tools like Salesforce, TrackiT, Service Now and CA Service Desk to extract reports.
Efficiently and effectively plan and manage service changes
Understand current processes and operations of overall support organization to draft continuity plans.
Prepare Business Impact Analysis (BIA) and Threat and Risk Analysis (TRA)
Design Business Continuity Solution based upon BIA and TRA
Prepare Business Continuity Plan for the smooth operation of business during unforeseen situation.
Coordinate with IT Services to understand the feasibility of proposed plans.
Perform change evaluation and maintain change evaluation report
Transition Planning, Service Validation and Testing, Change Management and Knowledge Management.
Defining service standards and guidelines that serve as benchmark for excellent service delivery.
Handling process transitions and stabilizing the same for smooth operations.
Develop, share and discuss Operational Level Agreement (OLA) for inter department projects.
Set and continually manage project expectations with team members and other stakeholders.
Preparing project timelines and Gantt Chart to show current schedule status.
Ensuring the process is complying with the guidelines laid down.
Ensure the SLA metrics, staffing & utilization are optimum.
Weekly meeting with clients and stakeholders to safeguard smooth operation and identify any areas of improvement.
Network with clients to determine and evaluate their business needs with the aim of setting clear expectations
Analysing data and providing information that helps in overall growth of the process / project
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Responsible for preparing and delivering Business Reviews/Reports to clients.
Drive process improvement plans to ensure continuous enhancement of the project.
Ensuring the achievement of the TAT for all queries received; ascertaining the achievement of quality objectives.
Prepare Root Cause Analysis based upon the issues identified and implement corrective and preventive measures.
Preparation and presentation of daily and weekly reports for Helpdesk and GSC Acute.
Dovetailing the SLA targets into KRA’s and revising them from time to time based on critical SLA’s.
Develop best practices and tools for project execution and management. Determine and assess need for additional staff and/or consultants and make the appropriate recruitment if necessary during project cycle
Chief Deliverables
To send daily work reports to all the team members.
Handle escalation calls and to respond to clients effectively to keep them satisfied with the support services.
To handle delicate or the foreclosed properties by providing them the government plans in order to save their property in turn reducing company loss.
Worked as a floor support to help the new recruits to understand the process.
Handling Client Communication.
Recommendations for product and process development based on customer feedback and analysis of the same.
Chief Deliverables
New registration inquires.
To help the clients for account renewals.
To provide technical assistance to the clients.
Floor support for new recruits.
To handle ACD and help to maintain the complete SLA’s.
To provide training to new recruits and help them when needed.