Job description:

Role : Deliver/implement Transition & Transformation programs for Infrastructure and workplace services Anticipates internal/external business challenges and/or regulatory issues; recommends process, product or service improvements Solves unique and complex problems that have a broad impact on the business Contributes to the development of functional strategy Leads project teams and Technical SME to achieve milestones and objectives Develops innovative services, processes or products that address current and future customer problems or needs Presents complex ideas, anticipates potential objections and persuades others to adopt a different point of view Makes decisions within general functional, company and industry guidelines Develops business or technical rationale that impacts resource allocation, program, project or service support or direction Leads projects or programs with significant risk and complexity to achieve milestones and objectives; develops the strategy for project execution Manages budgets for large projects or significant programs Drive Transition/Transformation Management principles and methodology across large regional or global initiatives Develop the Transition/Transformation Management communication strategy and communication plan for specific initiatives to generate momentum, raise awareness and influence behaviour across the organization Align on best practices with other Transition/Transformation Managers and stay abreast of external best practices through active participation in Global TM network, forums, etc. Act as an internal consultant on transition/Transformation management strategy/deliverables for regional or global strategic change initiatives Innovation that helps in adopting new technologies for improved end user productivity Predictable services: anytime, anywhere, any device, New industry benchmarks aligned to business outcome, Experience on Transition and Transformation methodology from ITIL framework.Required Experience & Education : 5-10 years of experience working with Change & Transition Management theory and methodologies in global project delivery, PMP, Prince certification would be plus, familiarity to ITIL processes 4+ years of experience in IT Infrastructure services Projects, Transition and Transformation in various End user computing functions 4 + years broad business exposure and direct experience in implementation of technology business change and process improvement initiatives. Experience delivering global or multiple regional projects Expert influencing skills and ability to interact with senior management as well as industry partners. Ability to influence and facilitate process-based business discussions Certified ITIL Preferred. Experience in handling transition and transformation projects on various areas of End user computing for clients in various geographies Managed clients directly for distributed service delivery Managed virtual teams distributed across geographies during the T & T (Transition and Transformation) phase. Analytical/Decision Making Responsibilities:Ability to assess End user Computing service transition & Transformation risks Demonstrate in-depth knowledge of the process competency principles and practices Ability to identify and escalate project risk Demonstrate in-depth knowledge of process creation Develop relationships across the IT organization. Ability to translate project deliverables to operational tasks

• To adhere to quality standards, regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
• To participate or contribute on EN business