Key Responsibilities:-

- Engages with all levels of management and key stakeholders to develop, implement, and manage support and operational ob-jectives.
- Identify and incorporate future service management needs into a well-considered multi-year roadmap across all MHIL areas.
- Identifies, constructs, and implements plans to remove friction in the day-to-day operation.
- Lead the culture of continuous improvement by identifying projects, initiatives & getting the business or leadership engagement and deliver them.
- Contribute to Weekly, Fort nightly & Monthly Operation Reviews of IT services covering Customer Satisfaction, SLA performance, and Operational metrics for all locations.
- Define the service delivery expectations from professional services vendors & lead the governance around it.
- Producing regular and accurate service management reports on ME installation, ME PATCHING, CS complaints, CommVault backup and restoration, Active Directory VS User entry/Exit , AD Vs ME Vs CS, IT Inventory /Scrap/EOL/Network Stock, and dashboards for the IT Delivery leadership team.
- Manage internal customer relationships with leaders across the technology organization.
- Thinks creatively and practically to develop, execute and implement new plans or programs. Generates and provides accurate and timely results in the form of reports, presentations, etc
- Providing leadership, direction, and strategy for a growing organization.
- Supports achievement of performance goals, team goals, etc.
- Building the organizational capacity necessary to execute the strategy. Deliverables (KPIs/KRAs):



Ensure the daily operations at respective sites are running smoothly by : -
- Monitoring open tickets and ensure timely closure
- Manage SLA
- Compliance of daily reports from respective locations
- Plan, track & ensure completion of Activities at Units
- Skill assessment & plan trainings of team members
- Ensure Vendor Management is followed as per agreement.
- Conduct timely reviews with Units - Daily, Weekly
- Unit based Service Improvement Plans are executed.
- Broad knowledge and understanding of IT applications and infrastructure.
- Strong experience in Data Insights and IT Metrics driving outcome.
- Experience ITSM and Workflow Automation.
- Added experience leveraging AI-Ops capabilities to drive efficiency.
- Proven track record leading a successful data analysis team, with outcome.
- Team-oriented approach and strong problem-solving skills to work with leaders across organizational and technical domains.
- Demonstrates strong executive presence and strategic thinking skills.
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment.
- Demonstrated ability to assess Business needs, creatively approach solutions, decide and influence appropriate courses of action.
- Demonstrate ability to access business needs, creatively approach solutions, decide and implement appropriate course of actions.

Role: IT Infrastructure Services - Other

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Infrastructure Services

Education

UG: Any Graduate

📌 Project Manager (Mumbai)
🏢 Progressive Infotech
📍 Mumbai