Program Director

Position Title: Service Desk Transformation Lead

Location: San Jose, CA, United States (3 Days a Week in Office)

Compensation: $120 per Hour

Contract Duration: 2 Years

Company Overview:

Join a leading Global E-commerce and Trading business on an exciting journey to transform their Service Desk operations. Our client is renowned for its innovation and commitment to excellence in the global market. As they embark on a significant 2-year transformation project, they are seeking a talented and experienced Service Desk Transformation Lead to drive the initiative forward.

Role Overview:

The Service Desk Transformation Lead will be pivotal in managing and delivering a comprehensive service desk overhaul, encompassing four critical workstreams. This role requires a blend of technical expertise, strategic thinking, and project management skills to ensure the successful modernization of the service desk environment.

Key Responsibilities:

NET Environment Modernization:

• Oversee the re-building and modernization of 220 features within a .NET environment.
• Collaborate with development teams to ensure alignment with business needs and technical standards.
• Manage timelines, deliverables, and resource allocation for successful feature enhancement.

Flow and User Component Development:

• Lead the creation and integration of 100 flows and user components.
• Coordinate with stakeholders to define requirements and ensure the seamless integration of components into the existing system.
• Monitor progress and address any issues to maintain project timelines.

Service Desktop Build:

• Direct the development of a new service desktop incorporating Generative AI (Gen AI) technologies.
• Integrate a minor knowledge base and other necessary features to enhance the functionality and user experience of the service desk.
• Work with technical teams to ensure the successful deployment of AI-driven solutions.

Case Management & Customer Success:

• Manage the development and implementation of case management systems.
• Oversee customer success initiatives, including the gathering and analysis of requirements.
• Lead User Acceptance Testing (UAT) to ensure the solution meets business needs and quality standards.

Key Skills and Qualifications:

• Experience with CRM Deployments: Demonstrated success in managing large-scale CRM deployments, such as Salesforce or similar technologies.
• Technical and Business Acumen: Ability to bridge the gap between technical teams and business stakeholders, ensuring both technical and business requirements are met.
• Transformation Project Management: Proven experience in deploying large-scale transformations, with a focus on in-house builds if possible.
• Project Management Skills: Strong ability to manage multiple workstreams, coordinate cross-functional teams, and drive projects to successful completion.
• Communication and Leadership: Excellent communication skills with a track record of leading and motivating teams.

If you are a strategic leader with a strong background in CRM deployments and large-scale transformations, and are excited about the challenge of leading a high-impact service desk transformation, we want to hear from you!

Please send your CV to f.davies@tech-ohana.com