Delivery Manager - Automated Services

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Date: 03-Mar-2021

Location: Bangalore, KA, India

Company: Alstom

Req ID:100635 

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 38 900 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.    

 

We are seeking an experienced IT leader with Automation Technology and Service Delivery experience to drive and support the automated support delivery in the Alstom IS&T ecosystem. Reporting to the Director for RUN Performance, this role will broker the implementation and management of a new operating models for providing seamless automated solutions for our end-users in the incident and request management space. Success for this position is measured in the quantum of successful contacts managed through different automation technologies, effort reduction at the Service Desk and Onsite support, developing sustainable processes and driving iterative improvement.

 

Responsibilities Include

  • Manage service delivery of the end-user related processes powered by automation, digital and technology platforms globally for Alstom IS&T
  • Engage in the design and implementation of the roadmap to transform Service Desk operations to become progressively automated
  • Work across functional teams in order to assess opportunities for improving efficiency, implement and operate automation capabilities (viz. Chatbot, RPA, Orchestration, Analytics, Self-Heal etc) that will result in effort reduction and ease of use, thereby reducing overall cost of support
  • Manage the Chatbot use cases for different IT scenarios.
    • Collaborate with cross-functional teams to design and develop APIs for system integration and information retrieval
    • Build and execute the roadmap (create wireframes, feature specs, stories, etc.) for the chatbot with the development team
    • Define, track and own the KPIs for the chatbot operations to deliver on metrics
    • Work closely with the development team to identify opportunities for new intents by gathering and analysing data
    • Design conversational AI experiences that are natural and engaging to help end users answer their questions or execute user intended transactions
    • Be the point of contact for assigned functional teams to make sure their content is up-to date and relevant on the Chat Bot by analysing reports and capturing feedback
    • Participate in design of personas, develop design principles, guidelines, standards for quality conversations that are consistent with our user experience principles
    • Stay tuned into industry trends and new innovations in the AI chatbot space
  • Manage the RPA use cases
    • Identify candidates for automation in the request management catalogue
    • Define sustainable processes to manage the completion of tasks in a timely manner and with the right level of quality
    • Develop detailed documentation, test scenarios and success measures
    • Manage day to day operational issues related to the RPA execution with the development teams
  • Manage the end-point automations for self-service and/or self-heal capabilities in collaboration with the workplace and other functional teams
    • Identify use cases from tickets at the Service Desk and assess technical solutions that could be transformed into self-help or self-heal use cases
    • Drive self-service initiatives and improve user adoption
    • Reduce overall incoming support tickets through meaningful innovation and anticipation
    • Identify possible interventions or business needs that may be resolved via a digital intervention (shift left or shift better opportunities)
  • Manage business relationships with Service Desk and other stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts
  • Establish best practices through the entire technical support process. Provide customer feedback to the appropriate internal teams
  • Develop daily, weekly and monthly reports
  • Utilize continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, increased productivity, iterate quickly, shorten feedback loop, experience creating relevant KPIs) to improve the service delivery
  • Accomplish financial objectives by determining service level required; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective action
  • Maintain communications and coordination between internal and external services providers in order to maintain situational awareness
  • Work with management team to promote the up skilling of talent, radically increasing adoption of automated services, and drive a positive culture aligned to our corporate values
  • Foster relationships with key stakeholders, internal teams and end users becoming a champion of end-user satisfaction

 

Behavioural Attributes

  • Provide the right perspectives to both the internal stakeholders as well as the user community by seeing the big picture, understanding needs and tying them to results, and driving value
  • Demonstrate a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
  • Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
  • Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs
  • Foster the highest level of commitment among our people through transparent communication about business challenges, successes and results
  • Create an environment which encourages people to think, behave, take action, control work and make decisions autonomously to attain clear goals
  • Take personal responsibility for making tough decisions, meeting commitments and ensuring expected results are achieved

 

 

Required Experience

  • 15+ years of relevant experience being a Sr Manager and domain owner within IT Operations, supplier management experience could be a plus
  • Demonstrable experience providing leadership and strategic vision within area of responsibility
  • Track record working with IT Executives, exhibiting composure, credibility, and technical acumen
  • Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
  • Detail oriented, knowing how to drive change to promote order, control and consistency into an Operations environment
  • Communication Proficiency
  • Knowledge of Software Development Lifecycle methodologies and market trends pertaining to Chatbot and other technologies on automation
  • Experience in Chatbot Operations / Management Experience of QnAs creation with knowledge of Natural Language Processing
  • Experience with data analysis and machine learning applications

 

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.  We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.   

 

 

Job Type:​Experienced​


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