Job Id: MP-DM (95090910)
Delivery Manager with O365/ Box, SharePoint, IVR, Workforce Management and SME Experience
Location: Nebraska – Omaha
Position Type:- Contract
Qualification
· 7-10 years’ experience in delivery leadership for End user
· Science graduate with relevant certification
· Has moved up the ranks and played multiple roles
Technical Skills
· Subject matter expert in current and emerging productivity and collaboration technology
· Analytics to ensure visibility of end user, end point and enterprise IT performance as a method of qualifying end user experience
· Technical knowledge across different type of end user hardware and public cloud SaaS offering like O365, Box etc
· Migration – Win 10 and O365
· Designing and delivering automation solutions that eliminate end user demand for IT support
· Knowledge of SharePoint and video conference solutions
· Complete understanding of IVR and contact center solution
Process Skills
· Lead indicator focused operations management of large service desk operations
· Team player and team management
· Transition of end user IT support across service desk and deskside support
· Workforce Management – Forecasting, Scheduling, Roster and gap assessment
· Delivering differentiated support to select users – VIP, project team, stock traders
· Technology adoption initiatives within an enterprise
· Proactive identification, tacking and resolution of end user IT support risk
· Strategic Planning
· Financial management
· User journey mapping
· Balanced scorecard
Behavioral Skills:
· Creating a culture where errors and service degradation is not acceptable
· Understand nuances of end user IT support and make changes in service delivery very quickly
· Manage perception of customer stakeholders in a dynamically changing support landscape with multiple transactions
· Visible leadership and very comfortable engaging customers at all levels to understand different user personas
· Establish overall team objectives and accountability for project delivery
· Relationship with strategic vendors and alliance partners for favorable contract terms and efficient operational support
· Ability to build Leadership emotional capital with customers and delivery team
· Ability to read trends within customer organization and re position existing services and identify new areas for engagement
· Proactively seeks guidance and feedback from others while displaying a strong focus on results. Is committed and explores various means of achieving the desired results.
· Helps team members understand the connection between their deliverables and the business goals. Ensures high team morale through a variety of formal and informal rewards and recognition.
· Is skilled at resolving conflict. Can create an environment of trust and collaboration within the team by sharing information promptly and in an open manner.
· Plays a critical role in not just initiating but in institutionalizing change. Achieves this by leading, supporting and advocating the need for the change with all key stakeholders and works towards making the change initiative a success.
· Can diagnose capability levels in the team. Pushes individual team members to take up challenging assignments to develop and enhance strengths.