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Adoption Adherence Manager

Capgemini PolskaAbout the company

  • Świętokrzyskie

    Świętokrzyskie
  • Valid for 19 days
    until: 12 Aug 2021
  • Remote recruitment
  • Remote work
  • contract of employment
  • full-time
  • manager / supervisor

Your responsibilities

  • Primary Objective: Understanding of Client channel adoption landscape and overlooking tactical plan to drive automation and switch the traffic to automation channels:

  • Ensure automation targets are communicated to delivery/operations and monitored Partner with operations on reviving automation targets and checking their feasibility

  • Work with Sd delivery team on tactical plan to reroute the incoming demand to automation channel

  • Initiate conversations with account on contractual incentives for automation (e.g. less aggressive SLA for phone, more aggressive for chat)

  • Act as SME on automation topic in client discussions Partner with bot development team on content development and checking progress of dev/PM’s/content designers work

Our requirements

  • Digital Coaching process, serviceDesk SLA’a and processes, serviceDesk channels usage, contractual agreements.

  • Strong Communication and Documentation Skills, fluent English (Spoken and Written), analytics Skills (Data Analysis / Reporting), problem Solving Skills, Demand / Change Management Client Value and Service Excellence, conversational AI technology understanding (chatbots, AI, NLP, Machine Learning), Automation Evangelist, Program Management experience

  • Service Desk Process Knowledge (End-To-End), analytics Skills (Data Analysis / Reporting), presentation, excellent Communication Skills, Problem Solving Skills, Incident Management Demand / Change Management, Lead Management (Filling /Building Bridges between Ops - Technical Team – Program – Client Side),

  • Subject Matter Expertise in Technical Tools (Ticketing Tool / Software Deployment Tool / Specific Tool related to Client/Project) Subject Matter Expertise in additional disciplines will be an asset (eg. Cloud, Security, etc.) Agile/SCRUM framework understanding

  • Certifications: ITIL Process Certification, Engagement Management, Vendor Certification(s) (eg. Microsoft, etc)

  • Benefits

  • private medical care

  • life insurance

  • no dress code

  • extra social benefits

  • employee referral program

  • charity initiatives

  • Access to Pluralsight & courses e.g. MS Azure, AWS, Google

Capgemini Polska

Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services. In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues.

Do you have any additional questions about our job offers? Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).

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This is how we work
This is how we work