Role - Project Manager
Technology - Service Management
Overall Experience(in yrs)- 10 plus years
Location- Germany

Job Description:

Technical skills (Required - Mandatory)

Bachelor’s degree. IT Service Management certification preferred.

Experience and Knowledge required

• IT Infrastructure Service Management experience and associated service models
• Experience in CMMI based process improvement models, experience delivering Lean/Six sigma projects.
• Practitioner level understanding of ITIL and working knowledge of service management platforms.
• Experience working with and influencing various levels of management, building relationships and influence across teams.
• Ability to lead, make decisions, problem solve and work within and with other teams (including partners) to deliver outcomes
• Demonstrate a resilient approach to working, asking tough questions to identify root cause.
• Ability to work in a fast-paced environment that shows flexibility, resiliency, self-awareness, and ability to support other team members.
• Working knowledge of EUC operations including Remote support and Deskside support
• Experience in Stakeholder management and Conflict resolution
• Strong verbal and written skills, and ability to convey complex information in a way that others can readily follow.

Technical skills (Required - Nice to have)

• Awareness of Service Management, Project and Portfolio management tools and platforms (Service Now etc.)
• Knowledge of agile methodologies
• Ability to identify and instill industry best practices.
• Proven Customer Service skills
• Excellent written and oral communication

Language skills needed
English, German mandatory

People skills

• Service Management
• Stakeholder management
• People management

Soft skills

• Create deep client impact
• Execution excellence

Area of responsibilities
Skill Level - Expert
The role is expected to carry out following function/activities as part of this job.

• Conduct ongoing reviews on service health and ITIL/service management practices – across service transition, delivery, and transformation.
• Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
• Point of Contact for IT Teams and Vendors at across geographies
• Point of Contact for future Infrastructure Enhancement and requirement gathering.
• Coordinate with IT teams at different client Sites for Incident resolution and Project Implementations
• Manage IT Service Delivery at onshore Locations
• Coordinate with Offshore IT Team for coherence with Business require-ments.
• Proactively manage service levels, with primary focus on prevention of fail-ures and swift corrective actions when necessary.
• Responsible for effective management of the Daily, Weekly and Monthly Service Review processes.
• Enables Service Reporting and Governance Reviews.
• Responsible for Service Performance Management. Develop and manage corrective action plans with Service functions and Partner groups
• Drive Continual service improvement processes, tracking anticipated value and benefits.
• Monitor KPI for Incident, Problem and Change Management and provide Client feedback to Offshore Team.
• Work with PMO on short/long term IT Project implementations
• Work with Delivery SPOCs and client Business users on IT requirements
• Coordination with 3rd party vendor / contractors on IT System up-grade/break fix /new installations
• Vendor Contract and License Management
• Implement Service improvement and Transformation initiatives

Drive innovations to streamline operations and improve efficiency of partner deliverables.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.