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Specialist/ Senior Specialist- Service Management

Specialist/ Senior Specialist- Service Management

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The Service Specialist in SoftwareONE will be focused on the detailed understanding and design of workflows of processes within the GSDC.


The Service Specialist’s main focus will be to work closely with GSO (define it) to organize and target is to find logically structure business processes to achieve a defined business outcome.


As a Service Specialist you will provide strategic business leadership with your proven strengths and expertise in managing large outsourced services accounts, off-shoring transitions, and critical business projects for global corporations.


You will establish a trusted and respected relationship to the management team and build a strong reputation for successful crisis management, risk mitigation and client satisfaction with your exceptional global experience. Also you will need to demonstrate abilities to motivate large, cross-cultural teams to achieve program and business objectives


  • Design Coordination & Liaising with key stakeholders and Transitioning Services
  • Analyze’s the entire business, including data, goals, process, and organization
  • Analyze’s the business objectives of the stakeholder and develops solutions to their business issues
  • Required to design new / make amendments to existing processes and analyze processes to reduce errors and breakdowns and improve quality
  • Develops a logical data model out of a business case
  • Design and build a prototype of the new process under consideration of our main KPIs
  • Analyzes and defines processes of business both “To Be” and “As Is.”
  • Understanding the existing environment and perform process analysis. One must use Lean/Six Sigma/ITIL methodology in order to formulate continuous improvements
  • Translates business requirements to System/Functional requirements, and then these are passed to Application Developers
  • Designing and re-designing of Standard Operating Procedures (SOP)
  • Observes the process and create flow charts that break it down by each step
  • Create and maintain Standard Operating Procedure Documentation, based on ISO Requirements, which will build the base for the implementation and rollout of the new process
  • Together with the GSO and Team, and based on the information provided, develop the Business Vision and Process Objectives such as Cost Reduction, Time Reduction, Output Quality Improvement, Learning and Skill Level Improvement
  • Reengineer workflow process and recommend effective and efficient workflow process to meet the organizational business goals and objectives
  • Managing the service transition from our global subsidiaries to our Global Service Delivery Center and cut-over processes
  • Develop and employ key performance indicators, actionable measurement processes and governance mechanisms in collaboration with the local leadership teams in our global subs
  • Ensure all projects done by the unit end in an effective and satisfactory transition to ongoing operations teams adhering to timelines, budget, and scope & communication plan
  • Helping to define future state, defining the map to achieve it and managing the process every step of the way
  • Act as primary escalation point and arbitrator for project team members and stakeholders in all transitions being managed by the team
  • Provide progress updates to the client, the project team, steering committees, and other interested parties


Knowledge, Skills and Abilities Required


  • Excellent client management, customer service and relationship management skills with a proven history of success in similar roles.
  • Continuously assigned to account, program, project, and transition teams where performance, effectiveness, customer satisfaction, or revenue trending escalations are recurring
  • Track record of successfully managing the delivery of outsourcing service engagements, which resulted in improvements to financial performance, and operational efficiencies
  • Prior experience of managing senior leadership stakeholders- managing expectations and delivering to challenging deadlines
  • Excelled in all aspects of individual, team, and corporate communications with experience in support service operations, project delivery, public relations and presentations to customers, executive management and boards of directors
  • Be fair and sensitive to the feelings, values, interests and well-being of others
  • Remain calm, even in stressful times, stay confident and have the perseverance to accomplish a goal when faced with seemingly insurmountable obstacles
  • Must have BPO experience preferably into Transitions




  • 2-3 years of relevant experience and minimum 5 years of total experience in leading transition projects for BPO/KPO services with a proven success record in Project Management
  • Knowledge of Transitions, Visio, advanced excel, Project Management
  • Having strong technical skills, business intelligence, and a full understanding of the needs of the customer
  • Being able to effectively communicate with internal teams to deliver GUI, interface and screen designs
  • Being an interface between technology teams, support teams, and business units
  • Good oral and written communication skills
  • Ability to manage multiple projects in a fast-paced environment
  • Good problem solving abilities and detail-oriented
  • Ability to be a self-starter and thrive in a fast-paced environment
  • Lean Six Sigma, PMP Certification or ITIL intermediate will be an advantage



  • Graduate in any disciple, topic related to Project and Transition Management