Consulting Manager Collaboration and Experience Strategy, Operating Mo

Company: Information Services Group
Location: Not Specified, Pennsylvania, United States
Type: Full-time
Posted: 09.FEB.2021
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DescriptionConsulting Manager Collaboration and Experience Strategy, Operating Model, Transformation and DesignThe world of today requires a...


DescriptionConsulting Manager Collaboration and Experience Strategy, Operating Model, Transformation and DesignThe world of today requires an employee and customer environment of great experience in providing and acquiring services. The need for effortless and intuitive collaboration to accomplish the demands of business are forever changing. An understanding of how the various rates of change in location, tools, goods, process and automation, and knowledge all provide for a successful business and loyal customer and employee base. ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including more than 75 of the world's top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries-a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry's most comprehensive marketplace data.Position OverviewISG's Collaboration and Experience solutions support the change needed for large and medium size enterprises' business and IT environments to ensure the employee and customer are fully engaged and receives a superior experience in providing and receiving the benefits of technology.The Consulting Manager (CM) position is viewed as a key resource in to deliver these Collaboration and Experience transformation and sourcing solutions. The CM is expected to independently manage medium sized project teams, and to be fully proficient in delivery of one or more of the following: Digital Workplace, Contact Center, Service Desk, and Office of the Future. This proficiency will encompass the entire lifecycle of Strategy, Operating Model and Solution Design, Transformation and Sourcing Advisory and Consulting Services supporting offerings to include:Digital WorkplaceWorkplace (Technology) StrategyWorkplace Operating Model ImplementationDigital Workplace Service CatalogTransition & Transformation Expert SupportMicrosoft Office 365 StrategyCollaboration Platform Strategy (tech)End User Platform Strategy to Sourcing (Device as a Service, VDI, Mobile, etc...)Unified Communications and Collaboration Strategy to SourcingIT Support Strategy to Sourcing (ITSM, Field Services, Service Desk)Service DeskService Desk AnalysisService Desk Operating Model DesignService Desk Contracting and Transactions Collaborative WorkforceEmployee and/or Customer Collaboration StrategyDigital Employee AssessmentContact CenterContact Center StrategyDigital Customer Service Business ModelContact Center Fairness AssessmentContact Center Contracting and TransactionsCustomer ExperienceOperational Impact AssessmentCustomer Service StrategyBusiness model changeChannel shift to digitalExperience creation and partner ecosystem strategyPhysical WorkplaceFuture Workplace Assessment (Smart Building, Remote Work)Workspace TransformationSpace and Automation strategy for adaptabilityFacilities management digitization for Health and SafetyFlexible Workplace - Home or OfficeIn order to successfully deliver the above service offerings, it is expected that the individual will have expertise and experience with some or all of the key capability areas above.Role & ResponsibilitiesOur practice consultants utilize their experience in the above-mentioned capabilities along with ISG design methodologies to enable a client to transform their technology environment to a flexible yet cost effective and agile enterprise.Typical engagements the Collaboration and Experience CM will support, and sometimes lead are:Workshops to inform clients about digital transformation; collaboration platform, service desk, contact center sourcing / provider ecosystems; market trends and developments surrounding emerging workplace and experience technologies; human centered design; and process waste and optimization.Assessment of existing Digital Workplace, Contact Center, Service Desk, Physical Workplace (Office of the Future) environments and delivery capabilitiesStrategies (employee and customer engagement and experience models and designs), service desk of the future, office of the future, customer experience and omni-channel, collaboration platform, digital workflow, partner strategy, negotiation strategies, workplace improvement plansWorkplace Partner Ecosystem StrategiesService Desk, Workplace, or Contact Center Governance and decision rights design & implementationRetailed Organization in a sourced delivery model designSupport sales in the development of delivery solutions, including representing the delivery practice to prospective clients during the sales processParticipates as an engagement SME and delivery consultant on one or more engagements, working independently and/or leading a team of advisors to complete deliverables.Gains an understanding of client's current situation and environment by gathering needed information and using appropriate frameworks and models in the development of tailored material for decision-making purposes, develops client specific Collaboration and Experience materials and conducts engagement delivery in both workshop and presentation style at all organizational levels.Uses expertise in collaboration with the team, including the client, to develop solutions specific to the client's identified problem and/or objective.Supports the internal ISG practice team in development of skills, continuous improvement of delivery methods and sales collateral, and development of market and social artifacts to promote the practice and improve revenue generationThe Collaboration and Experience CM supports (and sometimes leads) one or multiple Collaboration and Experience engagements based on the solutions portfolio identified above, with a small to mid-size teams of ISG consultants based on the specific engagement. These engagements may be part of a broader program-level engagement, may focus on a specific area of the technology, business, or marketing organization or may span widely across technology or even business operations components.The CM position from the Collaboration and Experience solution will also support the development of the practice within the Americas region as well as support global center of excellence with EMEA and APAC. While ISG enjoys a solid point of view with relevant methodologies, design approaches and artifacts, the CM is key to assuring continuous improvement of our delivery methods and solutions to meet market needs.Required SkillsetsStrong presentation, verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to all levels of client leadership including C-Suite.Travel 30%-60% required3+ years of Digital Workplace related experience: Designing, Implementing, Sourcing and Operating: Service Desk, IT Support Services, End User Compute2+ years of Contact Center related experience: Designing, Implementing, Sourcing and Operating: Contact Center Operations, Contact Center Technologies is a plus1+ years of Physical Workplace related experience: Smart Facilities, Building Management Systems is a plus.2+ years in Information Technology, working in a technical delivery role2+ years of consulting experience ideally focused on the sourcing of collaboration and experience services for enterprise organizationsCompetency in one or more of the following key disciplines is also desirable:Sourcing or working with service desk providersSourcing or working with IT Support providersSourcing or working with contact center providersHuman Centered DesignWorkflow design and implementationKnowledge of Automation areas (RPA, Cognitive, AI, autonomation)Knowledge ManagementInformation Management (UI based IM)Office Productivity Suites especially MSFT O365, Google WorkspaceKnowledge or experience in maturing technologies such as APIs, Open Source, Containers, Version Control environments, AI / Cognitive, Data Analytics, Blockchain and other digital capabilities is a plusDemonstrates expert knowledge with MS-Office suite of software applications and tools, including Microsoft Word, Excel, PowerPoint, MS Teams and MS Outlook.Industry Experience: Experience working across multiple industries. Experience within the Financial Services, Healthcare, Lifesciences or Manufacturing industries would be highly desirableRequired Leadership/Interpersonal Skills: Ability to analyze problemsUse judgment effectivelyMake decisionsExcellent listening skillsExcellent writing skillsExcellent oral communication skillsResourcefulnessConflict resolution skills.EducationBachelor of Arts or Science degree in a technical or scientific field or a business degree with relevant work experience.MBA/MS or other advanced degree(s) desirableCertifications (Optional, desired not required)Agile, SAFe, Lean/Six Sigma and/or Scrum certifications desirableITIL, ITSMServiceNowAt ISG, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

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