Service Integration and Management Consultant

Cynet Systems   •  

Plano, TX

Industry: Technology


8 - 10 years

Posted 39 days ago

  by    Emily Russo

We are looking for Service Integration and Management Consultant for our client in Plano, TX

Job Title: Service Integration and Management Consultant

Job Location: Plano, TX

Job Type: Contract 12 Months

Job Description:

  • Accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.
  • Must understand the overall setup of IT services and act as a face of the customer to service providers.
  • Must be available at client facility at Frisco, Texas and drive the SIAM activities across globally spread Sectors and across Towers.
  • Must understand the Supplier SOWs and ensure suppliers are delivering work as agreed in SOW
  • Must understand the Service management, Service integration, financial and automation aspects and can drive them towards continual improvement.
  • Analyze, understand and continuously manage inter dependencies within the Service Providers for completion of tasks.
  • Establish and maintain strong, productive and collaborative relationships with the Service Providers
  • Handle Dispute Management & Escalation Management to ensure smooth Operations
  • Identify potential risks proactively and highlight with Customer & Service Providers for timely mitigation
  • Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements
  • Drive established governance cadence for full adherence and with focus on intent.
  • Setup required Governance to ensure process & operations performance is reviewed at various levels i.e., Operational, Strategic and Tactical.
  • Regular review of CSAT, SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangered
  • Ensure Process Compliance, Adherence & Maintenance of Service Management Process & Tools
  • Leads the SIAM Tower and drives its efficiency and effectiveness.
  • Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff
  • Stays neutral to all parties but maintains good working relationship with suppliers, IDIS and sector and Tower leads and other client stakeholders

Skills Required:

  • 8-12 years of total experience with 6+ years of relevant experience.
  • Mandatory ITIL® Practitioner or commitment to get certified in 60 days
  • Candidate who has worked as Operations Manager will be preferred.
  • Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
  • Coordination, negotiation, and persuasion skills
  • Excellent verbal and written articulation/ communication capabilities with the ability to interact and influence at all levels of the organisation.
  • Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
  • Experience in Program/project management skills