Work Place Manager/ITIL and ITSM Fulltime California
Managing the day-to-day operational delivery of Services for the customer, including efficient and effective management of the technical staff and tools.
Ensuring delivery and continuity of daily operations, support, maintenance, and administration for the Services as defined in the Agreement.
Identifying risk and issues in the delivery of the Services on a regular basis and making sure they are managed to resolution in collaboration with the
Manages the development and implementation of operational and configuration Changes to the technical components for the area of
Manages and assesses the quantity and quality of staff resources used in the delivery and makes recommendations for corrective actions to management when necessary to address issues.
Maintains and supports the in scope technical components to the requirements in the Statement of Work that is within the area of responsibility for the Workplace Manager.
Ensure staff resources have the proper knowledge, training, and skills, along with following the Procedures in delivery of the Services as required in the Agreement.
Assist management in making decisions to improve service delivery and quality at an operational level; and
Provide recommendations on technologies, tools, and products to be adopted to meet the present and future requirements of the customer.
Should have managed Service Desk, Desk Side Support, SCCM & In tune team. Having technical acumen for all these tracks are mandatory.
In depth knowledge on Service Now Reporting and Analysis of base data for Workplace services team.
The required key skills and knowledge include:
Strong project, customer service, communications, and service management skills based on experience with outsourcing arrangements
Knowledge and experience of industry standards such as ITIL version 3, ISO 20000-1:2011, COBIT, and CMMI — SVC at level 3 at minimum.
Certified ITIL experienced resource
Training, experience, and certification in the technical components and tools managed.
Strong knowledge of management of staff resources, including the ability to motivate staff and resolving issues and
Knowledge of service integration processes and procedures in a sourcing environment, including the ability to work with other Providers to meet the customer’s end-to-end service levels; and
Ability to manage ITSM management processes and procedures in an outsourcing environment
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