Head of IT Shared Services

RIverForest Connections Private Limited
  • Bangalore, Hyderabad, Pune
  • 15-25 lakh
  • 15-20 years
  • 16 Sep 2015

  • Senior Management-Technology

  • Management Consulting
Job Description

HEAD of IT - Shared Services Organization (USA/INDIA/Canada)

An IT Leader to spearhead a business transformation program acting as a Business Manager with a P and L to manage. This SSC will consolidate management of transaction processing for Finance, transaction business, cash management, bills payables, logistics, Supply Chain Management, and Human Resources. The SSC acts as a delivery center for over 60 countries. This role reports to the Country Managing Partner/Director and to the global IT Head.

The IT team will provide, maintain and enhance the IT Infrastructure, Vendor Management, cloud based servers, and Information Security of the SSC.

The Head of IT would be responsible for the strategic direction, new services, innovations in design and maintenance of the SSC IT infrastructure as a business manager.

The scope of this leadership role includes:

Strategic Shared Services Commerce Direction
IT Vendor Management
BCP/ Disaster Recovery
Information Security and IT Strategy
Application Services
Data Management
Knowledge Service
Email & Communication Management

Business Performance Management

Develop IT policy - process frameworks and client framework for SSC

Develop and implement IT strategy
Ensure IT security and data safety
Ensure timely procurement of IT equipment and consumables
Develop cordial relationship with the IT Vendors
Lead and implement Business Continuity Planning as well as the Disaster Recovery strategies
Ensure efficient function of the IT helpdesk.
Ensure all policies, procedures and processes are aligned with those of the corporate center

Management of Teams and Building Leadership

Actively participate in leadership team and develop skills of own team
Provide regular, constructive feedback to maximize positive impact of individual team member's talent
Ensure that there are no blockages to the provision of the future capability requirements
Educate and increase the SSC team awareness of the Group governance and control procedures and processes, ensuring total adherence
Utilize global performance development tools and processes to drive high performance delivery of the IT team
Provide clear definition of roles, responsibilities, individual goals and performance objectives for the team. Set and measure KPIs for the team
Ensure that there is sufficient breadth and depth of talent calibre/ potential across the IT organisation to provide sufficient bench strength for key roles, and to sustain and build organisational capability over time
Promote a 'customer service mindset', 'professional partnership approach' 'Employee Critical Attitude' to develop strong relationships with other working groups"

Innovation & Communication

Analyze emerging and leading-edge SSC deliveries and ensure on-going evaluation for continued improvement
Accountable for effective communication of migration issues across the SSC and working groups

Quality Processes

Develop and monitor service level agreements for key processes that shared services undertake, based on inputs of business heads and functional representatives (These processes may also be external in nature, e.g. dealing with vendors, agencies etc)
Provide on-going performance analysis of the different processes and functions and translate data into business knowledge allowing Partners, Clients, Countries to make informed business decisions
Undertake formal appraisal of direct reportees annually to provide feedback on individual performance. Provide informal feedback from time to time to respective functional heads

Role Specifications (Certifications enhances success in this role)

Post Graduate in IT & Systems
Information Security Management - Specialization
PMP - Project Management Professional
CompTIA Strata Green IT
Certificate - ERP -- SAP / Oracle system Administration
Must have implemented a cloud enabled platform solution
VMware Certified professional
Certification in Certified Information Systems Security Professional (CISSP)
Certification in Certified Information System Auditor (CISA)
Certification in Cisco Certified Network Associate (CCNA)
Certification in Cisco Certified Inter-network Expert (CCIE)
Information Technology Infrastructure Library (ITIL)
Experience in a SSC/ BPO/ KPO, in a Leadership Role
Knowledge of SAP -- ERP system
Ability to be flexible with job duties and scope of work
Multiple linguistic languages could be an advantage.
Open to travel at a global level frequently.


Problem solving and task orientation
Innovation and drive for results
Strong communication and decision making skills
Ability to balance conflicting interest
Multi geographic team leadership experience and proven ability to function within a matrix organisation
Manage enterprise risk
Deep commercial acumen

Critical KPIs

Efficiency of issue resolution with respect to resources and service delivery
Satisfaction of business heads with timeliness and quality of services delivered
Extent of adherence to resource budget
Appropriateness of process specific service level parameters
Cost efficiency of services rendered across functional processes
Quality of performance analysis and MIS generated including relevance to business

Competencies/Skill sets for this job

Infrastructure Vendor Management Supply Chain Management

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