北京招聘

职位描述：
Role & Responsibility:
? Service Desk CoE Member / Senior member of the Service with individual responsibility
? Drive BIC definition and initiatives within the Service
? Delivery Competence Management
? Consultation Support on Transition/transformation and Delivery management in SD Space.
? Provide solution standardization, consolidation, Service improvements across the various service models. Provide Service consultancy to projects
? Conduct assessments across projects and recommend service transformations
? Build awareness of industry trends and evaluate applicability to project and vertical
? Conduct Proof of Concept activities when necessary.
? Ensure Run books are current and Implemented in the Engagements by conducting regular audit checks
? Work with Academy in sustaining competency definitions, assessments and enablement.
? Check Standard Best practices implementation
? Solution support for SD proposals for larger deal
? Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer
? Client Interaction and Management
? Own Team Review meeting, Meet and beat committed Service Levels, identify improvement Plans and track it till closure
? Implement performance standards and measurements established by Operations Maturity ( Quality) team to manage ongoing service delivery and attain delivery efficiency
? Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery
? Due Diligence Support
? Transition Support
? Steady State Stabilization support
? CSI & Transformation initiatives
? SD Hygiene practices implementation status through DE
? Take control of escalation accounts
? Staying on top of competition -- the companies, their products/services, strategies, and directions

Job Requirements
? Excellent Client management experience
? Strong Interpersonal skills
? Strong knowledge on Service Desk & End User computing
? operations/service delivery and ability to manage critical situations with minimum supervision
? Familiarity of ITIL, ISO 20000 and six sigma implementation on IT Service Desk projects
? Exposure to Service Desk Tools e.g. CRM, Remote support, KM, automation, Analytics, WFM etc.
? SD Hygiene practices implementation status through DE
? Take control of escalation accounts
? Ability to recognize and articulate complex problems related to the project / segment of the project or function.
? Creativity and judgment in development of multiple solutions related to project objectives utilizing recognized project management techniques.
? Ability to recognize difficulties with and, if required, challenge the validity of given procedures and processes with a view toward enhancement or improvement.
? Ability to analyze problems and create solutions involving finance, scheduling, technology, methodology, tools and solution components.
? Understanding of IM delivery policies and strategies, as well as financial, human resource, and contractual policies and strategies which influence IM Outsourcing technical solution development.
? Prior experience of having Solution a new Service Desk opportunity or having Lead Transitions in an Enterprise IT Outsourced environment 举报 分享

ABOUT COGNIZANT
Cognizant (NASDAQ-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital or follow us @Cognizant.

高知特 —— Cognizant（NASDAQ-100：CTSH），是全球领先的信息技术专业服务公司，致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务，我们将帮助客户构想(Envision)和建造(Build)未来愿景，成就(Run)创新和高效的企业。高知特（Cognizant）总部位于美国，“财富” 美国500强企业中名列第195位，被评为全球最受赞赏的公司之一。欢迎访问公司主页了解更多有关高知特（Cognizant）的数字服务。