Technical Project Manager for Service Delivery
6 dni temu
Job Overview
We are seeking a highly skilled Technical Project Manager to lead the delivery of our service management solutions. As a key member of our team, you will be responsible for ensuring the successful implementation and operation of our tools and platforms.
About the Role
In this role, you will define and maintain the service strategy for project and team management services, aligning it with business objectives and ITIL v4 principles. You will also contribute to the transformation roadmap by sharing insights on which tools should grow and which others should be rationalized.
You will maintain accurate and up-to-date system configurations, manage the offer of add-ons and plug-ins, and identify, plan, test, and implement changes to the services. Additionally, you will deliver specific reporting and analysis on services' quality, usage, and satisfaction.
Key Responsibilities
- Service Management
- Define and maintain the service strategy for project and team management services, aligning it with business objectives and ITIL v4 principles.
- Contribute to the transformation roadmap by sharing insights on which tools should grow and which others should be rationalized.
- Maintain accurate and up-to-date system configurations.
- Manage the offer of add-ons and plug-ins, balancing business needs, security principles, and budget consumption.
- Identify, plan, test, and implement changes to the services.
- Deliver specific reporting and analysis on services' quality, usage, and satisfaction.
- Continuous Improvement and Transformation
- Help identify opportunities for process improvement and automation to enhance operational efficiency.
- Help enforce security measures and related governance to improve the platform's security.
- Contribute to transformation projects by bringing your knowledge and technical expertise of these services.
- Stay updated with the latest trends and advancements in the technologies related to these services.
- Documentation and Training
- Provide training and guide employees on the use of project and team management services.
- Develop and maintain user guides, training materials, as well as user-facing knowledge articles.
- Maintain comprehensive documentation of the application's architecture, processes, and procedures (e.g., service requests, account lifecycle management, integrations, etc.).
- Support Operations
- Ensure smooth coordination with the L0/L1 Help Desk and adjust knowledge base articles and incident resolution processes accordingly.
- Ensure smooth coordination with the Managed Services partners who handle L2 support for some of these services.
- Understand the structure of a Corporate Information System Link (JIRA has many integrations to external applications).
- Adjust support-oriented knowledge base articles and incident resolution processes accordingly.
- Ensure a high level of user satisfaction by making sure support requests are addressed correctly in the ITSM tool and resolved efficiently.
- Analyze recurring incidents to identify root causes and implement corrective/preventive measures to minimize future occurrences.
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