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Job Description

Role : Practice Lead – Field Service Capability

Location : Pune/ Noida/ Bengaluru (REMOTE)

Who are we looking for?

A senior level Workplace Practice lead to manage and lead Field Service Practice. The Individual should be a technology enthusiast, experienced stakeholder management with exposure to deal solutioning, sales support, capability building, vendor management and identifying and executing transformation opportunities.

Candidate must be domain SME in Field Service with expertise and experience on site support, remote support, asset management, depot and warehouse maintenance. This will be a client facing role so excellent communication skills are required.

Job Responsibilities:

- Develop new and revise existing field service standards
- Measure compliance to field service standards
- Participate in new deal pursuits by responding to RFI’s and RFP’s in coordination with sales or pre-sales team
- Draft a field service proposal including effort estimation, delivery platform, transformation charter and transition plan
- Identify vendor from the market for partnership to provide products to the customers which are relevant for end user support
- Facilitate internal and external benchmarking exercises for key comparable metrics
- Study industry best practices and trends to be ahead of the change
- Build and conceptualize themes for the year to develop a practice leading to domain expertise
- Support field service delivery teams with action plans to problems, SIP’s, Transformation journey and client consulting
- Prepare presentation and runbooks/SOP’s for different audience like client stakeholders, sales & marketing team, delivery teams, etc.
- Maintain and enhance field service offering library
- Execute or coordinate automation applicable to end user support
- Build workflows in ITSM to reduce manual effort
- Participate in analyst briefing to present field service capability
- Design ITSM processes for operational efficiency
- Identify gaps in Service Management and propose a solution





Presales Experience:

- Participate in presales activities and assist sales team in different stages for RFx (e.g., RFI, RFQ, RFP, deal qualification, risk assessment, etc.)
- Lead customer discovery workshop to understand their business goals.
- Deconstruct RFx documents to key data points and underlying business challenges.
- Design scalable and efficient solution that aligns with customer’s business goals and technical requirements.
- Recommend process optimization and workflow automation for effective service delivery.
- Collaboration with cross function teams, vendor management & coordination.

Practice and Solutioning Experience:

Experience in designing and implementing cost effective and scalable solutions for,

Service Desk:

- Level 0 (digital support)
- Level 1 (agent assisted support)
- L1.5 remote solution (bridge between L1 and L2/L3)
- B2B Integration

Field Services:

- Campus based support
- On-demand dispatch-based support
- Staff augmentation

Asset Lifecycle Services:

- Hardware procurement
- Configuration and deployment
- Depot based repair and refurbishment
- IT asset disposal
- DaaS (Device-as-a-Service)

Experience:

- More than 10 years in Field Service operations
- More than 3 years in Field Service practice

Skills:

· Analytical skills

· Effective Business Communication

· SLA Management

· MS Office

· Decision making skills

· Solution and design

· Financial planning

· Business relationship Management

· Responding to RFP

· Knowledge and Proficiency Level

Technical Skills:

· Ticketing Tool - Advance

· MS Office - Advance

· Avaya Operating skills - Intermediate





· Avaya CMS Operations/Reports - Intermediate

· Nice Tool Operations - Beginner

· BP/IEX scheduling tool - Beginner

· Networking concepts - Intermediate

· Client Process Knowledge - Advance

· DMAIC - Advance

· Client Business Awareness – Intermediate

· Call Center Infrastructure - Advance

· Industry practices and trends - Intermediate

· Email etiquette - Advance

· Customer service skills - Advance

· KB Script development Skills - Advance

· Analytical skills - Advance

· Client Business relationship Management - Beginner

· SLA Management - Beginner

· Process Mapping/Engineering skills – Advance

Leadership & Behavioral Skills:

· Effective Business Communication - Advance

· Decision Making Skills - Advance

· Patience - Intermediate

· Managing Stress - Beginner

· Positive attitude to change - Intermediate

· Attitude to feedback/willing to learn - Intermediate

· Relating to Others - Intermediate

· Influencing Others - Intermediate

· Team Player - Intermediate

· Insight into the Customer's Mindset - Intermediate

· Solution Based Approach - Intermediate

· Follow Through - Intermediate

· Personal Credibility - Beginner

· Self-Development - Beginner

· Result Focus - Beginner

· Drive to Win - Beginner

· Establishing Focus - Intermediate

· Recognize Efforts - Intermediate

· Approachability - Intermediate

· Dealing with Fairness - Intermediate

· Fostering Teamwork – Intermediate

Domain Skills:

· Infrastructure Support – Field Service – Advance

Process and Quality Skills:

· Information Security and compliance - Advance

· ITIL Expert - Advance

· GSD Standards - Advance

· Quality Management Systems - Advance

· Business Continuity Plan – Intermediate

· QMS - Advance

· ISMS concepts - Advance

· ISO concepts - Advance

· PMP – Advance

Qualification:

- Any Graduate
- ITIL Certification will be preferred

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