Head - Service Delivery - Shared Services

ABC Consultants Pvt. Ltd.
  • Delhi
  • Confidential
  • 10-15 years
  • 1698 Views
  • 04 May 2015
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  • Project/ Program Management IT

  • IT/ Technology - Software/ Services, BPO/ ITES/ Call Centers
Job Description

Reporting to : Director : Global Information Service Delivery

Responsible and accountable for delivery of reliable global IS service lines and services into the regions and countries, including assurance, quality and performance of the service, and regional / country customer satisfaction.

The purpose of Global Information Services (GIS) is to partner with the business in order to make effective use of Information in all its forms across the organization. GIS has accountability for enabling the full life-cycle of information for the whole of the business.

This role is located within the GIS Service Delivery team

Day to Day responsibilities include :

Play a full role in the leadership and management of the Service Delivery capability;

Oversee decision-making at a regional level regarding design and development.

Responsible for data and information within Region

Ensure an awareness of all service development activities affecting region including growth and capacity requirements

Awareness of development operations (e.g. awareness of any impacts on regions of development)

Coordinate response where operations impact regional service management.

Ensure regional team are consulted and informed on transition approach, and any matters affecting regions

Responsible for input during contracts affecting regional services.

Consulted on sourcing needs and required commercial frameworks Informed of sourcing framework for IS and preferred suppliers .

Management of the Service Delivery team Own the selection, recruitment, induction and employee review processes for the team, and contribute to this across the GIS organization.

Preparation and management control of the budget for the function

Focus on continuous improvement and optimization within the function, constantly striving to improve efficiency, contain costs, minimize organic growth and preserving the organization design principles.

Interact effectively and proactively at all levels throughout the organization and link messaging to corporate and departmental strategies.

Ensure team deliver communications that meet the department's communication standards and framework.

Desired Skills and Experience/Person Specification :

SFIA Skills :

Service level management SLMO - level 5

Service acceptance SEAC -level 5

Systems design DESN - level 5

Consultancy CNSL - level 5

Financial management for IT FMIT - level 5

Managing Finance and Resources

Managing People

Experience Demonstrable senior experience, in large complex international organization of:

Leading a Service Delivery Team or similar.

Setting and managing significant IS budgets.

Delivering projects to plan and budget.

Experience of managing worldwide service management team.

Service delivery design and Short listing and/or Interview development.


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ABC Consultants Pvt. Ltd.