Manager - IMS - People and Program management

Work
Location: Oak Brook, IL

Desired
skills and responsibilities:

PROFILE
SUMMARY

Looking
for a dynamic, self-motivated individual with experience in managing a team of
15-20 providing Help Desk Support

The
candidate should have at least 12 – 15
years of experience in people and
program management

The
ideal candidate should also have experience in managing the client relationship
and managing deliverables under high pressure and within deadlines provided.

LANGUAGE
CAPABILITIES:
SWEDEN, & ENGLISH (Must), NORWAY & FINLAND (Good to have)

LOCATION : STOCKHOLM, SWEDEN

EMPLOYEE
BAND : DELTA A

ROLES
& RESPONSIBILITIES

Maintain
an Incident Management System and Knowledge Management infrastructure and KnowledgebaseProduce
and Publish reports on the SLA’s and KPI’s used to measure the service &
24x7 Operations ManagementEscalate
support calls from restaurants to the appropriate 3rd party vendor managing the
end to end lifecycle of the incident.To
monitor performance of staff members according to the established monitoring
standards.Maximize
customer satisfaction through effective solutions deliveryTime
Management, Task Planning & MonitoringCommunicate
to the field on behalf of the Supplier Network; manage major incident processes
and communicationsProblem
Management from the incidents logged and resolvedTo
ensure conformance to quality specifications.To
monitor performance of staff members according to the established monitoring
standardsQuality
management of agents and incidents

SKILLS
& QUALIFICATION

Over
12-15+ years of experience in the industry (5+ in a leadership role)Graduate
/ Post graduate with exposure to IT Service management.Understanding
of Service desk Management in the IT/Industry (Preferably ITIL)Background
of managing Store IT of Quick Service
Restaurant business will be an added advantage.Should
have handled teams and should be responsible for People Management, Client
Management, and Service ManagementShould
possess excellent communication skills, inter personal skills, people/team
management & strong leadership skillsProblem
Solving and Analytical AbilityShould
have good understanding of the ITIL Framework.Addressing
Client Concerns, Escalation Management, SLA adherence, Process improvements.