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sindhuja.p@usgrpinc.com wrote:
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                                   Sindhuja,
                                   USG                                            
       sindhuja.p@usgrpinc.com
       Reply to: sindhuja.p@usgrpinc.com

Hi,

Please share profiles for the below opening

Role: Service Management Lead

Duration: 6+ Months

USA

At least 10 years of providing service governance over technology operations vendor support teams, across portfolio of technology systems

Perform monthly validation of SLA compliance reports for technology operations vendor support teams.
Perform service level reporting around SLA compliance to customer management on a monthly and quarterly basis.
Determine service credits due to lapses in service delivery by technology operations vendor support teams.
Attend, review minutes and action items reported by technology operations support teams onweekly, month and quarterly service governance meetings

Perform regular governance status review and ensure close follow-up actions, covering SLAs, KPIs, corrective and preventive actions, incident trends and analysis,
major incident management, problem root cause analysis on recurring incidents, resource management, release management, service requests analysis, service level reporting, security compliance, etc.
Manage service delivery issues and risks across portfolio of in-scope systems and managed services
Perform quality management and standardization over portfolio of managed services, including SLA and KPI compliance.
Manage service delivery and quality lapses with clear action plans and mitigation options
Ensure process alignment and governance across respective technology operations vendor support teams
Responsible for IT asset management, service transition and service disengagement processes across respective technology operations vendor support teams
Provide regular service level reporting to relevant internal and business stakeholders

Manage senior leadership meetings and Steering Committee meetings, covering SLAs, KPIs, incident trends and analysis, major incident analysis, security

Regards,

Sindhuja P

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