Lead, Service Management

Kochi, Kerala, India Development Operations - User Services Permanent (Full Time)

Valorem is seeking a Lead, Service Management with experience, passion, and ability to lead a team of employees providing various services to our application end-users. Service types will vary based on project assignment, but typically include Customer Service and Technical Support at a minimum. The Lead is responsible for the overall execution and success of Service Management activities on their assigned project.  

General Description & Responsibilities

  • Understand client and project goals, scope and expectations related to Service Management
  • Lead client facing meetings to provide status updates related to Service Management
  • Determine appropriate End-User Service strategy, processes, and best-practices to ensure successful outcomes for assigned projects
  • Manage and prioritize work items for assigned Service Management teams 
  • Manage internal and external communications
  • Monitor work management systems as a method for tracking and reporting progress
  • Monitor and ensure team adherence to defined SLAs
  • Collaborate with team members to proactively identify risks and issues and clearly articulate options or next steps
  • Learn and understand required tools, applications, and processes for assigned project
  • Coordinate with development teams and project leadership for assigned projects
  • Industry experience in and around software development (C#, ASP.Net, SQL, JavaScript, HTML, CSS) is preferred
  • Understanding of Application Support procedures, including routing, SLA’s, acknowledgement and escalation 
  • Strong communication and interpersonal skills (includes negotiation and conflict resolution)
  • Specific emphasis on client relationship management
  • Ability to coordinate and collaborate with the other Development and QA teams to understand the business context and technical implementation of applications.
  • Strong collaboration skills, works well with ambiguity, works well across roles and groups
  • Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first
  • Ability to organize a team for effective execution and tracking of tasks
  • Ability to prioritize and manage time effectively, for both yourself and team members
  • Placement Criteria & Requirements

  • 6 Years of Help Desk /Service Desk Manager Experience, with a total industry experience of no less than 8 years.
  • Bachelor’s degree in Technical or Business, Management or a related field
  • 1+ years technical project management experience
  • 2+ years in professional services industry 
  • Kochi, Kerala, India

    Lead, Service Management