Senior Director - Professional Services Delivery

ABC Consultants Pvt. Ltd.
  • Bangalore
  • Confidential
  • 15-18 years
  • 30 Jan 2015

  • Senior Management-Technology, Consulting

  • IT/ Technology - Data Center/ Manage Infrastructure Services, IT/ Technology - Software/ Services, BPO/ ITES/ Call Centers
Job Description

Role Summary:

Work with Global Professional Services SBU Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met 
Ensure that the professional services 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 professional services team capable of dealing effectively with business and technical issues. 
Engage directly to manage strategic and large, complex projects; understand client requirements,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 Resource Planning and Management -- develop and maintain a dynamic resource capacity model to achieve required scale as we grow the business 

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 SBU's Revenue & Profitability Goals

Operations & Simplification

Service Delivery Standardization: Ensure standardized and repeatable execution toolkits across service portfolio

Factory Services Industrialization: Establish process, tools and governance to ensure Industrialized service delivery 

Establish Knowledge Management framework to capture learnings and enhance delivery toolkits on a continuous basis 

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 

Desired Skills and Experience

Technical & Professional Skills
Proven track record with a minimum of 15 years in IT infrastructure consulting and professional services solutioning with strong architectural and execution background 
Proven track record in managing and executing complex projects 
Multi discipline knowledge and experience in IT Infrastructure components and technology 
Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context 
Demonstrated commitment to continuous personal improvement of business and technical skills, including the ability to learn and apply new technologies and techniques 
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 

Management Skills 

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

Educational Qualification & Experience

BE, BTech, or Equivalent with 15 years of relevant experience. MBA Desirable 
Worked in a global multinational work environment with cross continent experience

Desirable Certifications

Process certifications in TOGAF, PMP, ITIL Technical domain certifications around Datacenter, Network& Security 

Job Posted By

Freeda Mary
Business Leader Technology Services Pan India

About Organisation

ABC Consultants Pvt. Ltd.