Why Zensar?
We’re a bunch of hardworking, fun-loving, people-oriented technology
enthusiasts. We love what we do, and we’re passionate about helping our clients
thrive in an increasingly complex digital world. Zensar is an organization
focused on building relationships with our clients and with each other—and
happiness is at the core of everything we do. In fact, we’re so into happiness
that we’ve created a Global Happiness Council, and we send out a Happiness
Survey to our employees each year. We’ve learned that employee happiness
requires more than a competitive paycheck, and our employee value
proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we
seek to foster for every employee. Teamwork and collaboration are critical to
Zensar’s mission and success, and our teams work on a diverse and challenging
mix of technologies across a broad industry spectrum. These industries include
banking and financial services, high-tech and manufacturing, healthcare,
insurance, retail, and consumer services. Our employees enjoy flexible work
arrangements and a competitive benefits package, including medical, dental,
vision, 401(k), among other benefits. If you are looking for a place to have an
immediate impact, to grow and contribute, where we work hard, play hard, and
support each other, consider joining team Zensar!
Zensar is looking for a Program Manager in the United States (%100 Remote). This
position is open for Full Time with excellent benefits and professional growth
opportunities.
About the Role
Evaluate customer feedback to develop ideas for continued service quality
improvements to service delivery;
Be knowledgeable about the Agreement related to the service requirements for
their area of responsibility;
Ensure that the service delivery for all the Providers services are performed
to the requirements defined in Schedule 2A – ITSM Statement of Work;
Develop, maintain, and continuously update Procedures used by the Provider
for the delivery Services for the area of responsibility as needed and manage
the implementation of Changes to the Services when Procedures are updated;
Monitor and report on the Provider’s performance for that service area of
responsibility as required by this Agreement;
Receive complaints and inquiries from customers for service quality and
delivery, and promptly work towards providing a resolution to the issue;
Assists the Solution Architect in the design and recommendations related to
the Services for their area of responsibility;
Coordinate communication with all parties involved in the service delivery
process to ensure end-to-end delivery of services to the Customer’s End
Users;
Develop and maintain relationship with Customer’s counterparts for the
delivery of services within their area of responsibilities;
Experience:
10 years of experience in managing service delivery for big organization.
Strong experience on managing service desk, desk side support, SCCM, Intune,
Exchange, AD and Cross Functional teams.
At minimum certified ITIL service management foundation at a minimum with a
practitioner level or higher is desired.
Strong project, customer service, communication, and service management
skills based on experience with outsourcing arrangements.
Knowledge and experience of industry standards such as ITIL v4, ISO 20000,
COBIT, and CMMI — SVC at level 3 at minimum.
Preferably trained in ISO 9001 process quality management.
Strong knowledge of measurement processes, procedures and methodologies,
including the ability to drive internal behavior.
Knowledge of service integration processes and procedures in a sourcing
environment, including the ability to work with other Providers to meet
customer’s end-to-end service levels.
Able to handle the escalations and ensure to come up with Continuous
Improvement plans.
Ability to understand, design, implement, and manage ITSM management
processes and procedures in an outsourcing environment.
Education:
Master’s Degree – Information Technology
Zensar believes that diversity of backgrounds, thought, experience, and
expertise fosters the robust exchange of ideas that enables the highest quality
collaboration and work product. Zensar is an equal opportunity employer. All
employment decisions shall be made without regard to age, race, creed, color,
religion, sex, national origin, ancestry, disability status, veteran status,
sexual orientation, gender identity or expression, genetic information, marital
status, citizenship status or any other basis as protected by federal, state, or
local law. Zensar is committed to providing veteran employment opportunities to
our service men and women. Zensar is committed to providing equal employment
opportunities for people with disabilities or religious observances, including
reasonable accommodation when needed. Accommodation made to facilitate the
recruiting process are not a guarantee of future or continued accommodation once
hired.
All applicants must be legally authorized to work with Zensar. Visa sponsorship
may be available for qualified applicants for certain positions.
Zensar values your privacy. We’ll use your data in accordance with our privacy
statement located at: https://zensar.com/privacy-notice
[https://zensar.com/privacy-notice]
At Zensar, we’re “experience-led everything”. We are committed to
conceptualizing, designing, engineering, marketing, and managing digital
solutions and experiences for over 130 leading enterprises. We are a company
driven by a bold purpose: Together, we shape experiences for better futures.
Whether for our clients, our people, or the world around us, this belief powers
everything we do. At the heart of our culture is ONE with Client - a set of four
core values that reflect who we are and how we work: One Zensar, Nurturing,
Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators
across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town,
London, Zurich, Singapore, and Mexico City. Explore Life at Zensar
[https://www.zensar.com/careers/] and join us to Grow. Own. Achieve. Learn.
[https://www.youtube.com/embed/i2NZsiQqVnU?autoplay=1&fs=1] to be the best
version of yourself.
We believe the best work happens when individuality is celebrated, growth is
encouraged, and well-being is prioritized. We are an equal employment
opportunity (EEO) and affirmative action employer, committed to creating an
inclusive workplace. All qualified applicants will be considered without regard
to race, creed, color, ancestry, religion, sex, national origin, citizenship,
age, sexual orientation, gender identity, disability, marital status, family
medical leave status, or protected veteran status.