Service Desk Manager
维布络信息科技(成都)有限公司
- 公司规模：500-1000人
- 公司性质：外资(非欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2017-07-18
- 工作地点：成都-高新区
- 招聘人数：1人
- 工作经验：10年以上经验
- 学历要求：本科
- 语言要求：英语 熟练
- 职位月薪：2-2.5万/月
- 职位类别：项目经理
职位描述
职位描述：
Role : Service Desk Manager
Mandatory Language : English + Mandarin
Project Support window : 8:30 - 18:30
Location : Chengdu
Experience: 8 to 12 Yrs
Service Desk Manager (SDM)
Role purpose:
The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services
Main responsibilities:
- Performance of a single Delivery Center
- Adherence to standards, measurement and reporting of metrics
- Overall responsibility for processes, escalations, knowledge management within the DC
- New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions.
- Operations reporting and governance meetings.
Major activities:
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, Resolver Group Team Leads meeting and the SD Monthly Call (SDMC)
Mandatory skill:
- 7-10yrs core IT Service Desk experience
- Understands Incident Management/Problem Management/Change Management process
- ITIL v3 foundation certified (desirable)
- Managed a team of 60-100 agents
- Prior experience working with Global Customers
- Fluent in speaking/reading/writing in English
- Fluent in speaking/reading/writing in Mandarin
- Proficient in MS-Office [Excel,Word,Powerpoint]
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Role : Service Desk Manager
Mandatory Language : English + Mandarin
Project Support window : 8:30 - 18:30
Location : Chengdu
Experience: 8 to 12 Yrs
Service Desk Manager (SDM)
Role purpose:
The Service Desk Manager is responsible for one delivery center to ensure all Metrics are measured and adhered. Owner of key measurements, Service Levels, and critical deliverables for SD services
Main responsibilities:
- Performance of a single Delivery Center
- Adherence to standards, measurement and reporting of metrics
- Overall responsibility for processes, escalations, knowledge management within the DC
- New transitions and integration with the current teams. Knowledge acquisition, completion of documentation, management of infrastructure requirements, and all requirements that are associated with the new transitions.
- Operations reporting and governance meetings.
Major activities:
- Manages all activities in the Delivery center
- Coordinates Knowledge Managers, Escalation Managers and Incident Managers and makes sure they are aligned
- Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management)
- Ensures process changes are implemented
- Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs.
- Reviews and follows-up on ticket based Customer Satisfaction (CSAT) reviews within the delivery center
- Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
- Reviews escalations and implements corrective and preventive actions on DC level
- Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
- Supervises performance of the team and is responsible for their qualification
- Attends the monthly quality meeting, Resolver Group Team Leads meeting and the SD Monthly Call (SDMC)
Mandatory skill:
- 7-10yrs core IT Service Desk experience
- Understands Incident Management/Problem Management/Change Management process
- ITIL v3 foundation certified (desirable)
- Managed a team of 60-100 agents
- Prior experience working with Global Customers
- Fluent in speaking/reading/writing in English
- Fluent in speaking/reading/writing in Mandarin
- Proficient in MS-Office [Excel,Word,Powerpoint]
职能类别： 项目经理
关键字： Service Desk, English,
公司介绍
维布络有限公司
年收入大约65亿美元
业务涵盖信息科技、客户服务、照明、基础设施建设、液压设备以及环保能源
维布络中国分公司
维布洛在中国的上海、成都、东莞、常州都有投资，拥有超过1300名员工。其中在上海和成都建立了维布洛信息科技分公司，在东莞建立了日用消费品工厂，正在常州建立液压设备工厂。
维布洛成都分公司属于维布洛信息科技公司在全球的2个战略交付中心之一。
维布洛成都分公司从2009年11月开业以来员工人数增加到原来的3倍，达到了400多人。
维布洛成都服务于全球世界500强企业，主要业务包括制造业、银行、金融服务、保险、零售和其他高科技行业。
维布洛上海分公司属于近岸交付中心，拥有超过300名的员工，主要为中国国内市场提供服务。
维布络技术有限公司
在全球56个国家拥有超过11万名员工，72个开发中心，包括了超过70个民族
是世界上***的独立研发服务提供商，是世界上***的离岸第三方测试服务提供商
是世界上***家通过pcmm 和cmmi 第5级认证的公司。是***家美国以外获得ieee软件流程奖的企业。
拥有超过50个卓越中心开发专门领域的框架和解决方案。
获得了2009年astd（美国社会培训和发展）***贡献奖。这是维布洛连续第8次获此殊荣。
获得了sap pinnacle奖
两次获得了everest集团的卓越外包服务奖。
thank you for your interest in wipro.
about wipro limited:
wipro limited (nyse: wit, wipro: in) is a 6 bn $ global it services leader specialising in it, computer related technologies and bpo. wipro also has a presence in niche markets of consumer products, infrastructure engineering, manufacturing and personal computing. currently have over 100,000 staff globally with over 60 global development centers. currently, wipro has been rated among the top 5 it companies in the world.
about wipro china:
wipro (shanghai) limited and wipro (chendgu) limited, subsidiaries of wipro limited, were set up in august, 2004 and july 2009 respectively. the wipro china arm services more than 80 customers with over 700 employees. choosing a career with us is a platform to enhance your abilities, knowledge and workplace skills. we also give you opportunities to work with leading domestic and multinational companies in a truly global work environment. we are sure that this will be an truly exciting experience in your career. welcome on board and enhance your career with wipro.
to find out more about us, please visit our website at *************
年收入大约65亿美元
业务涵盖信息科技、客户服务、照明、基础设施建设、液压设备以及环保能源
维布络中国分公司
维布洛在中国的上海、成都、东莞、常州都有投资，拥有超过1300名员工。其中在上海和成都建立了维布洛信息科技分公司，在东莞建立了日用消费品工厂，正在常州建立液压设备工厂。
维布洛成都分公司属于维布洛信息科技公司在全球的2个战略交付中心之一。
维布洛成都分公司从2009年11月开业以来员工人数增加到原来的3倍，达到了400多人。
维布洛成都服务于全球世界500强企业，主要业务包括制造业、银行、金融服务、保险、零售和其他高科技行业。
维布洛上海分公司属于近岸交付中心，拥有超过300名的员工，主要为中国国内市场提供服务。
维布络技术有限公司
在全球56个国家拥有超过11万名员工，72个开发中心，包括了超过70个民族
是世界上***的独立研发服务提供商，是世界上***的离岸第三方测试服务提供商
是世界上***家通过pcmm 和cmmi 第5级认证的公司。是***家美国以外获得ieee软件流程奖的企业。
拥有超过50个卓越中心开发专门领域的框架和解决方案。
获得了2009年astd（美国社会培训和发展）***贡献奖。这是维布洛连续第8次获此殊荣。
获得了sap pinnacle奖
两次获得了everest集团的卓越外包服务奖。
thank you for your interest in wipro.
about wipro limited:
wipro limited (nyse: wit, wipro: in) is a 6 bn $ global it services leader specialising in it, computer related technologies and bpo. wipro also has a presence in niche markets of consumer products, infrastructure engineering, manufacturing and personal computing. currently have over 100,000 staff globally with over 60 global development centers. currently, wipro has been rated among the top 5 it companies in the world.
about wipro china:
wipro (shanghai) limited and wipro (chendgu) limited, subsidiaries of wipro limited, were set up in august, 2004 and july 2009 respectively. the wipro china arm services more than 80 customers with over 700 employees. choosing a career with us is a platform to enhance your abilities, knowledge and workplace skills. we also give you opportunities to work with leading domestic and multinational companies in a truly global work environment. we are sure that this will be an truly exciting experience in your career. welcome on board and enhance your career with wipro.
to find out more about us, please visit our website at *************
联系方式
- Email：yashwanth.babu@wipro.com
- 公司地址：天府软件园D2栋 (邮编：610000)