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Deputy Manager

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IT/Technology
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Vodafone Shared Services India
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Role profile

Role title: Service Transition - Team Member

Function: TSSI ERP

Band: H2

Department: ERP & BI

Reports to: Sunil Choudhary

Location: Pune

Role purpose:

·     Good knowledge of ITIL Service Transition processes

·     Experience and detailed understanding in ITSM processes such as change management, incident management etc.

·     Experience in demand management phase of ITIL

·     Act as the Service Transition Manager for all to Demands raised during all 12 releases

·     Get 100% KTs completed from SI Partners (Accenture etc.) to the BAU Operations Team

·     Manage stakeholders and ensure no miss in KT, OAT, FTC, DR activities of service transition process

·     Prepare and maintain the KT Scope tracker and keep it up-to-date

·     Handle conflicts between SI Partner and BAU Operations team and ensure all issues are closed

·     Usage of HPQC, Share point and Solman tool for managing day to day work

·     To ensure continuous improvement of ST Processes

·     Continuous coordination with client, SI Partner and BAU Operations Team

·     End to End accountability of service transition activities allocated during EVO releases

Key accountabilities and decision ownership

[max 5]:

·     Prepare the Scope of Service Transition during releases

·     End to end responsibility of Knowledge Transfer, co-ordination and execution

·     MIS & reporting of  ST activities

·     Co-ordinating of Service transition activities viz. Operation Acceptance Testing, Document/Design review and Functional Testing

Core competencies, knowledge and experience [max 5]:

·       Proven track record in service transition and support process

·       Expereince in SAP environment

·       Strong Stakeholder Management,  Communication & Facilitation skills with intense customer orientation

·       Ability to work under high pressure

·       Good negotiation and conflict management skills

Must have technical / professional qualifications:

·       Knowledge and working experience of SAP

·       Service transition experience

·       Execellent verbal and written communication

·       ITIL Certified (Good to have)

·       Expertise in Excel

·       Stakeholder Managment

 

Key performance indicators [max 3]:

·       End2End delivery of projects in accordance to agreed scope, budget and timelines.

·       Timely identification, planning and implementation of service improvements.

·       Ensure compliancy to internal and external methodologies/guidelines, processes and policies,

 

 

 

 

 

 

 

    

B.E/ B Tech

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