Seeking a Senior Specialist in Project Program Management focused on Service Improvement within Dynamic Workplace Services (DWS). This individual contributor role will support various DWS towers, including Technical Service Desk and Field Services, offering a focused or shared services capacity.

The ideal candidate possesses strong knowledge and experience in Service Desk and/or Field Services functions, with a deep understanding of standard SLAs and KPIs, including their calculations and data sources. This role is crucial for driving efficiency and enhancing service delivery across the organization.

You will be responsible for identifying and executing service improvement plans and projects, encompassing process and quality enhancements. This includes owning the project management of ongoing improvement initiatives, controlling actions, and reporting on sustaining efforts. The role involves identifying and driving transformation initiatives, focusing on efficiency improvements, cost and resource optimization, and volume reduction opportunities, potentially leveraging tools and technology.

Key duties include driving improvement projects related to shift-left strategies (e.g., L2 to L1 resolution), promoting self-service adoption to reduce password resets and status checks, and collaborating with internal and external stakeholders to discuss service improvement actions and review progress. You will also drive performance management and governance across all Service Delivery Measures on a regular basis, including reviews with operations and clients.

This role demands excellent problem-solving skills, encompassing opportunity identification, root cause analysis, and data analytics. You will be expected to document and review trends to identify consistent patterns. As an expert on the account, you will manage changes to the scope of services and ensure appropriate staffing and recovery.

Responsibilities also include collating data into comprehensive reports on service performance against business targets, analyzing service level achievements against SLAs, and providing remediation support for optimization and efficiencies. Guidance on ITSM processes and process optimization is essential, as is driving the efficiency of Incident Management, Request Management, and Cost Control processes. Interlocking with cross-functional teams for complex problem resolution and applying Statistical Process Control methods to improve process performance are also key aspects of this position. Implementation of industry-standard practices for ongoing service improvement initiatives is required.