CMS IT Services - Program Manager/Project Manager

- Act as an escalation point for customer

- Ensure Service Levels are consistently met

- Ensure process adherence

- Identify & implement Process Improvements

- Understand changing Business needs & align service delivery to meet the customer needs

- Analyze calls/patterns, aim at reducing repeat calls

- Inducting new members in service delivery team

- Improve Quality of Service through automation and by enhancing Engineer skill levels

- Analyze vendor performance & conducting vendor reviews for improved performance

- Identifying Training need for team

- Setting objectives/ KRA's of team members

- Evaluating performance of team

- Recommending process improvements

- Scheduling & ensuring quarterly user satisfaction survey is conducted

- Analyze the customer satisfaction ratings & implementing plan for improvement of customer satisfaction

- Implement service delivery improvement initiatives with in the program

- Ensuring timely reports are generated

- Conducting formal monthly reviews

- Measuring efficiency of individuals in the program.