Job Information
AECOM IT Service Delivery Specialist in Bengaluru, India
Company Description
Work with Us. Change the World.
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
We're one global team driven by our common purpose to deliver a better world. Join us.
Job Description
AECOM is searching for a IT Service Delivery Specialist . This position will support Corporate IT team. The IT Service Delivery Specialist will ensure our customers’ needs and expectations are properly understood. This role reports to the Europe MEA IT Service Delivery Manager. The role is expected to have the knowledge and experience to function as a ‘trusted’ partner to the AECOM business. This position offers a hybrid work schedule with flexibility to work both remotely and out of our office in Bangalore, India.
Tasks and Responsibilities:
Provide day-to-day IT Service Delivery oversight for the India region.
Partner with regional Business Relationship Manager
Understand regional issues and challenges.
Provide updates on projects and improvement initiatives.
Ensure IT audits are logged and completed.
Report back on regional issues and challenges to their manager.
Manage escalations within the region.
Support ongoing and new projects.
Assist and coordinate for Infrastructure projects with towers lead / Vendors for new real estate projects, Project office mobilization etc.
Ensure current ITSM processes are being followed.
Ensure IT asset management processes are being followed.
Maintain an accurate inventory of IT assets for new employees. This includes tracking the logistics to ensure timely delivery of necessary materials to their respective locations or project offices.
Manage the e-waste process, aligned to the IT Asset Management process.
Manage the IT process for New Hires and PC Refresh.
Ensure proper recording, documentation, and closure of tickets.
Work closely with AECOM’s managed service provider to ensure a high level of service is being provided.
Collaborate with all IT towers to understand current issues/gaps and drive service improvement initiatives.
Drive standardized processes across the region.
Provide on-call support as part of the Major Incident Management process.
Document and communicate processes, procedures, and standards.
Ensure knowledge articles, training and how-to documents are created.
Track regional Ticket Data and provide updates within the Region.
Collaborate and contribute to the broader IT goals.
Identify opportunities for improvement within the region.
Drive automation where possible.
Qualifications
Minimum Qualifications
Min Graduate degree in IT (B-Tech, BCA etc.) with 5+ years of relevant experience in IT Service Delivery and ITSM Process management or demonstrated experience and/or education equivalency.
In-depth knowledge of the ITSM process.
A passion for Service Improvement
Exceptional customer-facing skills
Experience working with internal IT delivery teams and external IT service providers.
Understanding of technologies and infrastructure
Experience with reporting and reporting tools.
Ability to manage multiple conflicting priorities and deadlines.
Strong organisational skills
Willingness to support and mentor junior staff.
Additional Information
Preferred Qualifications
Experience working with a global/cross-border team.
Experience working in an engineering/infrastructure consulting environment.
Experience working with engineering/infrastructure applications.
Degree in IT, engineering, business, or demonstrated experience equivalency.
Strong written and verbal communication skills, with a particular focus on the ability to identify and document IT service mappings, technologies, and co-dependencies.
About AECOM
AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges. Our teams are driven by a common purpose to deliver a better world through our unrivaled technical and digital expertise, a culture of equity, diversity and inclusion, and a commitment to environmental, social and governance priorities. AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.
Freedom to Grow in a World of Opportunity
You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.
You will help us foster a culture of equity, diversity and inclusion – a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.
AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families. We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together – your growth and success are ours too.
Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm – access to industry-leading technology and thinking and transformational work with big impact and work flexibility. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
All your information will be kept confidential according to EEO guidelines.
ReqID: J10102622
Business Line: Corporate
Business Group: DCS
Strategic Business Unit: Europe & India
Career Area: Information Technology
Work Location Model: Hybrid