Service Level Manager Jobs

About Wipro:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries. We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

• OVER 1,400 ACTIVE GLOBAL CLIENTS
• WE’RE PRESENT IN 66 COUNTRIES
• FY22 REVENUE 10.4 BN USD
• A PROUD HISTORY OF OVER 75 YEARS

Role: Service Desk Manager.
Location : Plano, TX.
Essential Skills:

• Should have worked as IT Service desk lead position in past.
• Minimum 8-10 years of experience
• Should be very strong with technical and process knowledge.
• Should be strong in people management with up to team size of 50-60 team members.
• Proficient in English (Read + Write + Speak)
• ITIL Certified / Project management.

Responsibilities:

• Handles escalated issues and drive till the closure and respond promptly.
• Supervises performance of the team and is responsible for their qualification.
• Manages all activities in the Delivery center.
• Should be able to connect with team on daily basis and drive the actions.
• Ensure all the monthly customer meetings are handled without any escalations.
• Implement SIP (Service improvement plans), Lean , Six Sigma , Pragati etc.
• Ensure all the Support lines are aligned, and no gaps identified.
• Should manage new transitions and integration with the current teams.
• Should be able to manage the resource related issues.
• Ensure all the tasks are handled onetime by the team and supporting the team wherever required.
• Should enable the training to the team members at-least once in a quarter.
• Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs
• Should be flexible for shift.
• Should have good connect with customer.
• Should be able to manage in internal / External audits.
• Adhering to the customer policies and process.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.
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