Service Transition & Delivery - Retail Domain

Zyoin Web
  • Bangalore
  • 10-15 lakh
  • 4-7 years
  • 26 Mar 2015

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description


- Responsible for the design and development of Service Transition and Delivery programs.

- Responsible for the design and development of Continual Service Improvement programs.

- Communicates goals, objectives, KPI's and Service Levels of Services to staff and management.

- Coordinates improvement with service owners to identify improvement opportunities.

- Works with service owners and functional managers to defines key performance indicators (KPIs).

- Coordinates with functional managers to develop metrics for improvement.

- Oversees gathering of baseline data so it can be assessed against captured data for improvement.

- Ensures monitoring requirements are defined and carried out by functional managers.

- Liaises with various functional managers in the organization to facilitate implementation of new or improved service processes.


- University degree in the field of IT, Computer Science, Engineering or Information Systems or similar (Master's degree preferred).

- Certification in ITIL v3 or above.

- Desired to have Six Sigma, Lean or TQM certification.

- At least 5-7 years work experience in a technical area, primarily around service delivery.

- Large Enterprise experience that have both centralized and decentralized systems.

- Good technical knowledge of several systems especially in a highly heterogeneous environment.

- Working technical knowledge of current systems software, protocols, and standards.

- Strong experience with establishing business requirements gathering/analysis.

- Proven experience in IT infrastructure planning and development.

- Proven project planning and management experience.

- Good understanding of processes and process management.

- Good working knowledge of ITIL, especially Service Delivery practices, ISO 27001 and ISO 9001 best practices and standards and how they are applied to IT.

- Strong leadership skills with excellent interpersonal and consultative skills.

- Excellent written and oral communication skills.

- Exceptional customer service orientation.

- Highly self motivated and directed.

- Exceptional analytical, conceptual, and problem-solving abilities.

- Exceptional understanding of the organization's goals and objectives.

- Ability to present ideas in user-friendly language.

- Able to prioritize and execute tasks in a high-pressure environment.

- Experience working in a team-oriented, collaborative environment.

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Zyoin Web