Project Manager - Service Desk Operations

Fidelity is a privately held, international provider of financial services and
investment resources that help individuals and institutions meet their
financial objectives. Fidelity offers services to more than 19 million
individuals and institutions as well as through 5,500 financial
intermediaries. The firm is the largest mutual fund company in the United
States, and the No. 1 provider of workplace retirement savings plans. Fidelity
Investments was established in 1946 with, headquarters in Boston. Fidelity
started its Indian operations in September, 2001 at Gurgaon and later
expanded to Bangalore in November, 2003
Designation Project Manager - Service Desk Operations
Job Description Operations Manager will guide his/her team in execution of
day-to-day functions, define and lead initiatives to continually improve
performance and achieve organizational goals. She/he will drive the career
development of all her/his direct reports.
The Operations Manager is responsible for designing, directing and
implementing customer service strategies and programs. This includes
development and delivery of service, assessing and modifying internal
customer service processes, bench marking our service, and developing
tactics to improve the levels of customer service provided.
This position will work closely with leadership to create a culture of
exceptional service. Additionally, the Operations Manager will participate in
the establishment of technical priorities, standards, and procedures. They
are also responsible for managing the quality assurance, training, and
knowledge management for a seventy agent, decentralized IT support
organization.
Servicing predominantly U.S. and India desktop users, the team is currently
split between Chennai and Bangalore. The Desktop team operates 24x7.
Candidate must be familiar with challenges faced in running 24x7
operations.
Candidate must be highly conversant with quality methods like Lean and Six
Sigma and must have executed Continuous improvement projects
successfully.
This position will indirectly report to the US and will work in partnership with
peers in the US. While this new manager will be responsible for the India
based desktop and related applications team, they are part of a larger team
their ability to work with US counterparts is also critical.




Desired Profile The selected individual must meet the following criteria’s:



Financial Management

• Maintain support team budget and expense plans in line with BU strategy

• Maintain Support team resource model and resource planning in line with
BU strategy

• Assist with accurate “Time capture” of team activities and tasks



Service Desk Support

• Establishes performance goals for department employees, and monitors
performance on a continual basis through employee engagement, talent
development and performance management.

• Provides oversight and guidance to ensure reoccurring system issues are
systematically addressed by applicable resource owners.

• Maximize employee satisfaction through leveraged use of incentives,
recognition, clearly defined roles, and reasonable expectations

• Oversees the investigation of complaints and the resolution of customer
issues.

• Define metrics for measuring team performance and communicate those
metrics regularly to peers and management.

• Performs other duties as assigned or required. Comply with and improve
support processes (incident, problem, change, work request).

• Maintain and develop highly skilled and flexible support teams



Operational Management

• Ensure compliance with and improvement of support processes.

• Work together with support teams to identify automation opportunities, and
chart actions and status of those actions to improve operations.

• Maintaining an operational calendar which includes application change
and update tasks

• Report and influence stakeholders with regard to application service
capacity and performance risks and issues

• Ensure compliance with Service Continuity processes (DR and BCP).

• Attrition/staff/SLA management.



People

• Maintain support team resource strategy and model.

• Develop and coach support team staff to maximise their potential.

• Manage and motivate staff.

• Build succession plans.



Proactive Stability - Continuous Improvement

• Identify and assist teams with business cases for new support toolsets
that improve the supportability and stability of applications.

• Identify cost reduction, efficiency, risk, staff satisfaction and other
improvement opportunities within the team and implement changes to
deliver.

• Continuously challenge work practices and processes to enhance overall
efficiency and effectiveness.

• Identify inadequately documented areas/processes and ensure
documentation is created.



Experience 10 - 13 Years
Industry Type BPO/ITES
Role Technical Support Mgr
Functional Area IT-Support, Telecom, Hardware
Education UG - Any Graduate - Any Specialization
PG - Any PG Course - Any Specialization
Location Bengaluru/Bangalore
Keywords Help Desk, Service desk
Contact Winston
Fidelity Investments
Manyata Embassy Business Park
Outer Ring Road (Hebbal - Krishnarajpuram Section)
Opp. BEL Corporate Office
BANGALORE,Karnataka,India 560045
Telephone 91-80-40335000
Website http://www.fidelity.com/india