The Director - Services Delivery is responsible for the planning, management, and execution of all services for the defined portfolio engagements globally, reporting to the VP Global Services Delivery. This role oversees the coordination, implementation and delivery of our services to meet customer success, revenue, margin, utilization and quality goals.
Should be able to work in multiple client delivery and shared services models.
Work with Global Services Delivery Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met for projects under the tower portfolio.
Ensure that the team delivers high-quality, results based customer experience across all customer engagements. Increase customer retention and expand existing accounts. Establish metrics to monitor and measure as well as improve customer satisfaction.
Lead, develop and motivate a superior service delivery team capable of dealing effectively with business and technical issues.
Engage directly to manage strategic and large, complex projects; understand client requirements, define organization solution, determining resource requirements, select team members and coordinate support functions if needed. Track, monitor and review project performance.
Competency Development Create a best in class and industry leading team of consultants with strong technical domain as well as program and project management capabilities
Goals & Key Result Areas
Customer Experience Enhance Customer Experience and Relationship depth
Project Execution Excellence - Create best in class delivery methodology to exceed quality, speed and cost goals
People & Culture Establish an accountable & purpose-driven culture; Develop best in class people.
Establish Industry leading consulting and professional services capability
Establish a career roadmap for employees and create a supporting training and development framework
Meet and exceed the functions employee retention targets
Growth & Financials Streamlined and Effective Solutioning & Presales support
Meet and exceed the SBUs Revenue & Profitability Goals
Operations & Simplification Service Delivery Standardization: Ensure standardized and repeatable execution toolkits across service portfolio including factory services
Establish Knowledge Management framework to capture learnings and enhance delivery toolkits on a continuous basis
Desired Skills and Experience
Proven track record with a minimum of 13 years in IT infrastructure delivery and execution background.
Proven track record in managing and executing complex projects
Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context and shared service models.
Broad knowledge of Remote Infrastructure Management.
Ability to secure trust and influence over peers in the organization and with clients
Strong people leader and track record for building high performing teams.
Must be a strategic thinker, while maintaining data driven operational discipline and rigor
Ability to clearly form and communicate ideas for wide audiences, both internal and external client stakeholders. Excellent communication skills, both written and oral are required
Strong service attitude and a commitment to quality
Strong listening and question based solutioning skills. Ability to uncover business challenges and develop a custom solution to solve those challenges
Flexible, continuous learner and knowledge sharer, enthusiastic, personable self-starter, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving
Educational Qualification, Experience & Location:
BE, BTech, or Equivalent with 13-16 years of relevant experience. MBA Desirable
Worked in a global multinational work environment with cross continent experience
Work Location will be Bangalore
Process certifications in TOGAF, PMP, ITIL