WK Associates focuses only on Leadership Executive positions for banking & finance, healthcare, and IT industry. Our executive search services are led by consultants with deep domain knowledge and years of experience which brings extensive network to act for our clients. Our geographical reach, domain expertise and enviable experience help us successfully achieve client's business objectives.
PRODUCTIVA is an IT Recruitment Services Provider, we serve some of the best clients in India & overseas. Our clients include 2 of the BIG 3 Global Consulting Firms, 2 of the top 5 Tier 1 Indian IT MNCs, Globally #1 BFSI Consulting firm from USA, Worlds #1 Infrastructure Services company in the world, and many more market leaders.
CLIENT Our client is a pure play IT Infrastructure Services Solution provider, they have been known as an IMS solution expert for more than 25 years. They have office clients & offices in UK, US, Middle East and are headquartered in Bangalore.
Job Description Head of Remote Infrastructure Management.
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, 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 SBU's 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.
Shared services, Global customers
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.