portal resources jobs companies m modis junior project manager

Junior Project Manager 🔥


** MUST BE ON MODIS W2**

** NO C2C CANDIDATES **

** U.S. CITIZEN OR GREEN CARD CANDIDATES ONLY! **  



** MUST BE LOCAL TO THE JACKSONVILLE, FL AREA  **  -- NOT OPEN TO REMOTE CANDIDATES! 



  • Provide excellent customer service for users where issues have not been resolved satisfactorily
  • Ensure issues and queries escalated by the business are managed through to resolution
  • Identify trends and patterns within escalations and customer feedback to continually improve service (root cause and corrective action)
  • Provide regular reporting around escalated issues
  • Ensure business processes are continuously reviewed and improved
  • Ensure the customer’s voice is heard throughout the support process
  • Help resolve issues and conflicts
  • Influence the priority of issues
  • Collaborate with internal and external teams to ensure that the customer is always at the center of IT



Responsibilities:

  • Work with the Director of IT Services to ensure IT gives the best possible customer service, through its vendors and IT Colleagues.
  • Be internal point of contact for the various corporate entities on escalated IT issues; working with both internal and external teams to drive a resolution
  • Operations Management: ensure that internal and outsourced teams are aligned on processes and meeting SLAs for Service Desk, Access Management, and End User Services. Coordinate alignment, whenever necessary. Become a liaison between corporate and suppliers supporting service delivery functions. Work closely with the supplier and internal teams to drive service Improvements through a Continuous Improvement plan
  • Continuous Improvement: plan and drive improvements initiatives relating to the end user services. Communicate objectives for initiatives and secure needed support. Hold suppliers accountable for meeting agreed upon deadlines and quality standards.



Requirements:

  • Experience dealing with third party suppliers
  • Ability to evaluate information to identify key issues and formulate conclusions based on sound practical judgement, experience and common sense
  • Ability to react quickly within a fast-paced environment
  • Ability to build strong relationships internally and externally
  • Excellent Communication skills; written and verbal
  • Ability to work independently and perform well under minimal supervision
  • Ability to Multi-task
  • Strong team player
  • Mature critical thinking and analysis capabilities - Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
  • ITIL 3 certification preferred but not required



Measured on

  • Delivers service that meets SLA and Customer Satisfaction
  • SLA achievement & high customer satisfaction
  • Developing strong relationships and teams
  • Strong network in place & people development


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