Account Delivery Head-IT

About Us:We are a leading IT services company dedicated to delivering high-quality solutions to our clients. Our team is composed of dedicated professionals who strive for excellence in every project. We are currently seeking a highly experienced Process Excellence Head to join our team in Ahmedabad.

Job Description:

Role Overview:As the Process Excellence Head, Account Delivery Head (ADH) L2, you will be responsible for overseeing IT operations management with a strong focus on process streamlining, development, deployment, adherence, and enhancements for customers. You will manage large domestic accounts, ensuring client satisfaction and operational efficiency. You will also be responsible for SLA management, reporting, and continuous process improvement.

Key Responsibilities:

Develop and implement process improvement initiatives to enhance efficiency, quality, and customer satisfaction within IT operations.

Utilize methodologies such as Six Sigma, Lean, and other quality management frameworks to identify and drive process improvements.

Monitor and analyze key performance indicators (KPIs) to measure the effectiveness of process improvements.

SIAM (Service Integration and Management):

Implement and manage SIAM processes to ensure effective integration and coordination of services from multiple suppliers.

Establish and maintain a SIAM framework that aligns with business objectives and enhances service delivery.

Collaborate with suppliers and internal stakeholders to ensure seamless service integration and issue resolution.

Oversee the daily IT operations, ensuring the availability, reliability, and performance of IT services.

Develop and implement IT policies, procedures, and best practices to support organizational goals.

Ensure compliance with regulatory requirements and industry standards.

Technical Skills Required:

Expertise in SIAM processes and best practices.

Proficiency in IT service management (ITSM) tools and frameworks such as ITIL.

Experience with process improvement methodologies (e.g., Six Sigma, Lean).

Knowledge of IT operations, including infrastructure management, application support, and network management.

Familiarity with project management tools and techniques.

Education and Certifications:

Master's degree in IT, Business Administration, or a related field.

Relevant certifications (preferred but not mandatory):

ITIL (Information Technology Infrastructure Library)

Six Sigma Green/Black Belt

Certified SIAM Professional (CSAM)

Project Management Professional (PMP)

Experience:

Minimum of 10+ years of experience in IT operations, process improvement, or a related field.

Proven experience in managing large-scale IT projects and leading cross-functional teams.

Strong leadership, communication, and stakeholder management skills.

Key Competencies:

Strategic thinking and problem-solving abilities.

Excellent interpersonal and communication skills.

Ability to work effectively in a fast-paced, dynamic environment.

Customer-focused mindset with a strong commitment to delivering high-quality services.