Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Assistant Vice President – Service Now Program Manager
Genpact has a vacancy for an AVP-Service Now Program Manager in its expanding Orchestration Group to support global customers.
The group is expanding to cater to the growing number of varied and exciting projects and customers.
This is a varied role and offers an exciting opportunity for the right individuals to develop their career in the Professional Services organization of Genpact.
Responsibilities
Manage Service Now Program portfolio of Orchestration Application Support Team (about 100 members) servicing multiple clients in different verticals. The application team includes PMs, Tech Lead, Support Engineers.
Stakeholder Management: Liaison with both internal external clients ensuring customer satisfaction.
Ensure effective Governance implementation with Client other stakeholders.
Definition Implementation of Project Management Processes and ensure their adherence.
People Management - Resource management, productivity measurement, skill development etc.
Manage financials at portfolio level ensuring profitability.
Respond to RFP and proposals.
Maximise operational stability / availability of Integrated solution, in line with agreed service level agreement(s)
Responsible for project deliverables, escalation, transitions for projects.
Establish, maintain and review operational procedures in the assigned area of responsibility, ensuring their accuracy, effectiveness, and efficiency.
Provide appropriate status updates to key stakeholders, business teams and managers, via effective ticket management.
Effective monitoring of operational support issues to identify actions required to maintain / improve service levels.
Support high level assessment of programmed change through the team “subject matter experts” (SMEs).
Responsible for the day-to-day liaison between Genpact and designated suppliers, to ensure service delivery targets are achieved.
Adhere to governance / controls with Business and Third-Party suppliers.
Support ad hoc requests from the Business for assistance in discussing / resolving issues not captured under existing tickets, for example knowledge gaps and training.
Ensure support during key periods of business activity, such as month, quarter and year end activities.
Provide support for governance processes, including external and internal audits.
Resource and support Disaster Recovery Drills
Communication – arrange/attend business reviews / meetings to establish priorities / direction related to risks and issues.
Proactive support of step back/ Quick solver / Lean Six Sigma project reviews, working in partnership with the Continuous Improvement process.
Ongoing support of the Business Continuity Program (BCP), ensuring a timely and effective implementation to plan.
People Management – Including Personal Development plans, Performance evaluation and management, coaching, developing and mentoring staff. Management of rota to cover public holidays to ensure service is not impacted.
Knowledge Management – create, maintain, and manage documentation on the known errors (KEDB), knowledge articles, FAQ’s and approved manual workarounds (MWA’s).
Service Catalogue / Standard Change – support the delivery of standard change across all approved service catalogue items.
Ensure robust Knowledge Transfer processes are in place to on board new team members.
Monitoring – Ensuring team proactively monitor key interfaces, BDOC queues, batch jobs, transactional errors, dashboards, production reporting schedules and ticket queues.
Third Party Relationship Management
Acting as an escalation point of contact, manage relationships with third parties, driving a collaborative working environment to support in delivering contractual deliverables, quality results and solutions.
Governance on HR Non-Disclosure Agreement (NDA), Internal Controls, Time To Market (TTM), Process Design Documents / Report Design Documents, Business Ethics, Diversity, Data Security, Disaster Recovery (Preparation Execution),
Reporting - Management and Operational Reporting, Ticket Management Reporting including Aged Tickets
Skilled Motivated Workforce - Regular 1:1’s with team, team meetings, Goal Plans and Development Activities, Team Training and Development, Coaching and Mentoring, Yearly appraisal evaluation.
Qualifications we seek in you
Minimum Qualifications
Relevant years of experience in IT application support and development
Prior work experience in Project Management projects is a MUST.
Prior experience in leading large teams (60 ) and managing multiple accounts.
Well versed with support processes e.g., Agile, Scrum etc.
Good project management skills and experience
Technical background with hands-on development experience in Service Now in the past
Demonstrates very good verbal and written communication skills when dealing with users, staff and suppliers.
Shows a systematic, analytical approach to problem solving and shows aptitude for analysing and managing problems arising from incidents. Experience with Ticket Managing tools.
Demonstrates the skills required to support innovation and change resulting from the implementation of new information and communications technology solutions.
Able to demonstrate the use of problem-solving methodologies.
Able to work within a culturally diverse environment.
Adaptable and flexible approach to working across global business locations.
Provide out of hours support where required.
Preferred qualifications
Experience in Business Process Management software
Experience with BPM tools like Service Now, Appian or Remedy, etc.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.