Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.
Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.
Version 1.0 for MS&SI
Job Description 1
Job Title: Request Manager Job Category:
Location: Pune/Mumbai Travel Required:
GCM reference code GCM skill levels
Roles and Responsibilities:
·Drive the delivery of requests.
·Manage the supply of updates/ additions/amendments for the service catalogue.
·When required provide additional notification and communication to the customer and interested parties
on progress of request fulfilment.
·Ensure that request records are updated with all relevant and required information.
·Coordinate activities within their scope between suppliers, contractors, third parties, to ensure timely
·Report on request management KPIs managing the delivery to agreed SLAs.
·Chair voice conferences as required to ensure that requests are resolved within SLA.
·Monitor the progress of all requests.
·Start escalation and initiate hierarchical escalation.
·Inform service management of trends in requests.
·Complete all activities detailed in request management checklists.
·Suggest improvement areas that falls within the scope of Request Management
·Periodic review of Request Management processes
·Qualified in IT or in a business related discipline which includes specific studies in relation to Information
·Mandatory experience in the field of Request Management Process as per ITIL and ASMM Standards
·Mandatory Experience with using Microsoft Office 2010/2013/2016 with emphasis on MS Word, MS Excel
and MS PowerPoint.
·A demonstrated focus on customer service excellence (Mandatory)
·Excellent communication and presentation skills (Mandatory)
·Demonstrated stakeholder engagement skills
·Target focused and results driven Strong business understanding and focus Demonstrated conflict
management and resolution experience
·Strong negotiation skills
·Self-motivated, with strong ability to work both independently and with teams and managers as
·Seeks the best outcomes for the business and the Customer
Approved By: Date:
Last Updated By: Date:
Please note that the GCM reference is provided for information purposes only. The above job description is
leading for the stated job title within Global Solutions and effectively replaces, refines, or adds tasks to the
original tasks/requirements mentioned in the job description referenced in GCM.
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.
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