Overview
We are seeking a Transformation Consultant / Project Manager specializing in Service Delivery to support the Chief Operating Officer (COO) and their team in a technology-focused managed services environment. The successful candidate will work closely with the Transformation Lead and the Project Management Office (PMO) to drive detailed design and implementation of transformation initiatives over an estimated duration of 4-6 months. This position offers a blend of on-site work at client locations with some remote flexibility, ensuring effective collaboration while delivering key transformation projects.
Responsibilities
- Support the COO and team in designing and implementing transformation initiatives.
- Identify issues and opportunities within service delivery processes.
- Define and execute ITIL processes to enhance service delivery.
- Establish best-practice processes across the COO's scope.
- Design and execute changes to service desk operations to improve KPIs.
- Define key metrics and reporting mechanisms for performance tracking.
- Identify and implement opportunities for AI within service delivery.
Requirements
- Demonstrated experience in a technology managed services environment, particularly in infrastructure or service desk.
- Proven track record in designing and implementing ITIL processes.
- Hands-on project management or consulting experience in service delivery.
- Strong understanding of service excellence and process improvement strategies.
- Ability to foster positive relationships with diverse stakeholders.
- Clear and authoritative communication style in a dynamic environment.