Job Description
Role: Offshore Operation Manager L7
Location: Preferred Bangalore and secondary Pune
Job Summary –
A Client Engagement Leader responsible for managing an end to end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and UK and US.
Years Of Experience Needed –
10-12 years of experience in IT infrastructure delivery
Technical Skills
- The role envisages managing the multi-year, IT Infrastructure outsourcing engagement for a Fortune 100 client, as an Account delivery and operation management. The delivery responsibility is for managing an end to end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and UK and US, as well as 3rd party providers for specific services. The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability).
The Responsibilities Will Include
- Account governance and representation of Mphasis in client forums and reviews
- Providing thought leadership and contributing to Customer success – position Mphasis as a trusted partner to the client's business
- People management, team performance governance and delivery governance for large teams
- Management of globally IS technical delivery teams across multiple programs/ projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations and contractual commitments consistently.
- Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis
- Management of overall P&L for the account and driving cost optimization initiatives. Working closely with the Sales Leader to Grow the Account Globally.
Desired Profile
- Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, infrastructure technology solutions. A successful track record delivering on CSAT and financial metrics
- A technical background in infrastructure services and experience managing IS account delivery based on ITIL processes and deployment of new services under Infrastructure services
- Preferably handled services or worked in India Service providers outsourcing contracts
- Profile would call for clear understanding of automation led infrastructure delivery, deployment of Quality Management System to measure the CSAT, client end user experience and Success of contracted deliverables
- Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels. Strong business acumen and partnership skills. Managing 3rd party vendors.
- Proven ability in Account management and Governance, including contract management of large, total outsourcing contracts with Managed services. Should have led global, UK/Europe/US based accounts of GBP 15M TCV and more.
- Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services – End user, service desk, data center, networks, information security, cloud services and cross functional scope.
Certifications Needed
- Industry certifications preferred (e.g., PMP, ITIL, AWS/Azure Solutions Architect, CCNP, CISSP)
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.
Equal Opportunity Employer
Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster , view the EEO in the law supplement . To view the pay transparency nondiscrimination provision please click and to view the E-Verify posting click .
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