Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context. Ability to managing and executing complex projects; multi-discipline knowledge and experience in IT Infrastructure components and technology, and therefore is needed to work with a hands-on / transactional approach of assessing and reviewing (getting into details) all activities and projects actively.
Graduation - B.E. / B.Tech
Post-graduation -- M.B.A. / M.E. / M.Tech
14 -- 16 years (of which nearly 10+ years in Professional Services solutioning with strong architectural and execution background)
Establish Industry leading professional services capability; accountable for the planning, management, and execution of all professional services engagements globally.
Ensure effective Demand Forecasting, Skill based Capacity Planning and fulfillment to ensure no revenue loss.
Ensure effective Demand Capacity management processes and controls to meet and exceed utilization targets.
Effectively collaborate with sales & strategic partners to ensure - peak- resource needs are met.
Ensure standardized and repeatable execution tool kits across service portfolio; bringing in Industry Standard Practices (ISPs).
Establish process, tools and governance to ensure Industrialized service delivery; establish knowledge management framework to capture learning and enhance delivery tool kits on a continuous basis; ensure adherence to Quality Management System, methodologies and processes; common project methodology.
Competencies (required as part of this role)
Technical skills required
Client Excellence and Satisfaction
Demand Forecasting and estimations
Capacity Management & Planning
Data Centre and effectiveness
Adaptability & Accountability
Communication (Oral & Written)
Key Deliverables (Accountable for)
This leadership role must consistently provide effective, progressive, innovative, collaborative leadership, including but not limited to the following:
Revenue - Maximize realization of bookings to revenue; Effectively support Sales in generating new and incremental revenue; Effectively achieving the Revenue Per Resources (RPR) target set; Consistently achieving revenue goals and while forecasting future needs
Gross Margin -- Revenue realization minus direct costs at 60% measured per quarter
Resource Management - Drive high levels of workforce engagement through effective management; Manage demand forecast and capacity planning process; Recruit, hire and on-board talent to meet capacity plans; Manage utilization, including billable utilization; Plan and manage borrowed and Partner resources
Client Satisfaction - Assure quality delivery that meets/exceeds client expectations; Meeting the delivery timelines target set; Consistently improving the Net Promoter Score (NPS); Identify and address quality enablement gaps across the value delivery chain; Visit clients and solicit feedback; quarterly service reviews, planning sessions, etc.
Internal Stakeholders -- Product Engineering Groups, Hosting, Finance and Legal, Human Resources
External Stakeholders -- Clients and Vendors
Immediate Reporting to -- Managing Director & Sr. Vice-President - EMEA & APAC