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    Service Management - Mumbai, India - Capgemini

    Capgemini
    Capgemini Mumbai, India

    Found in: Talent IN C2 - 2 days ago

    Capgemini background
    Permanent
    Description

    Job Description

    • The Service Management Specialist will be responsible for managing the delivery of services to clients ensuring that services are provided in a timely and efficient manner while maintaining high levels of customer satisfaction This role requires a strong understanding of service management principles excellent communication skills
    • the ability to lead a team Responsibilities
    • Relevant experience on Change Incident Problem CMDB Service request and knowledge management process
    • Oversee the delivery of services to clients ensuring that they are provided in a timely and efficient manner
    • Implement service management processes and strategies such as service level management incident management change management and problem management
    • Serve as the primary point of contact for customers addressing any questions complaints or issues they may have
    • Collaborate with various departments to ensure the delivery of high quality services
    • Develop and maintain service level agreements SLAs with clients ensuring that all services are delivered according to these agreements service delivery metrics and performance indicators to identify areas for improvement
    • Coordinate with the IT department to ensure that technological resources are in place to support service delivery Train and mentor team members to ensure they are providing top notch customer service
    • Resolve any service related issues and escalate them as necessary Qualifications

    Primary Skills

    • Service Manager.
    • ITIL
    • Incident Manager.

    Secondary Skills

    • ITIL , ITSM certified
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