Csi Process Manager

2 weeks ago

Kuala Lumpur, Malaysia Fujitsu Full time

Responsible / Accountable for:

- Analyzing the current service and creating a Service Improvement Plan with defined metrics for improvement in technology, process, and business demand presenting it to the customer according to contractual agreement;
- Work with all EUS Service Management and Process Owners for review and management of Service Levels and CSI opportunities towards Service improvement;
- Monthly Service Reports with measurable process effectiveness of improvement plans,and Advisory KPI;
- Monthly meetings with the customer for revision, discussion, approval and discovery of CSIPs (EUS scope);
- Management of CSI Global Tracker with both internal only and Customer visible CSIPs
- Manage BAU escalation / complaints under CSI scope and creation of related CSIP;
- Initiating service improvement activities/projects under CSI scope and task creation in TfSNow CSIP tool;
- Measuring user satisfaction through the facilities provided by the service desk using agreed scorecards;
- Identifying and reviewing statistically relevant areas of dissatisfaction
- Analyzing demand received at the Service Desk and identifying improvement opportunities via process, shift to the left or automation (Escalations, trend analysis, etc)
- Communication & coordination for CSI Activities with EUS Service and process Management
- Assist SDM with Escalations/Complaints pertaining CSI scope or any CSI communications/coordination/analysis activity.

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