FILLED Interim DM4067 IT Service Desk Outsourcing

Please contact David Meggitt for more information.

Background:

Our client is a leading Professional Services firm. As part of a wider IT efficiency programme they plan to outsource the 1st Line / 2nd Line Service Desk operations to an Indian based service provider. The consultant will work closely with the IT Operations team and the Outsourcing company, from Contract negotiation through transition, so that usual service levels are maintained without any disruption.

Role:
The main areas of delivery will be:
Agree scope of vendor services with Service Delivery team in IT Operations and facilitate due diligence activities in London
Collaborate with stakeholders to ensure schedules are drafted and agreed. Work with global procurement to facilitate the contract agreement.
Conduct workshops with key operations staff and the Vendor and finalize transition roadmap
Finalise knowledge transfer approach working closely with operations subject matter experts and the Vendor
Ensure the quality of knowledge transfer meets expectations and the Vendor is assessed for knowledge acquisition
Establish criteria to evaluate vendor performance during each stage of transition.
Coordinate teams to ensure that IT infrastructure design, build and test activities are completed effectively.
Conduct operation readiness workshops to ensure all areas are ready for the transition
Develop the future state operating model and include governance
Ensure accurate project reporting, risk management and benefits realization are delivered and maintained.

Specific skills/requirements:
To be considered for this role….
Full lifecycle experience of outsourcing an IT services facility in a project management capacity (preferably to an Indian based provider)
Solid experience and considerable understanding of IT and BPO process mapping
Prior experience of identifying, designing and implementing training needs in an “outsourcing environment”
Strong communication / stakeholder management – proven ability to work across different functions and different levels in the firm ranging from IT staff to directors, Senior Management, and Global Operations Group.


Logistics:

Rate: £450 to £500
Location: East London
Approx duration: 12 months.