Director - Service Delivery

Required Skills

Functional | Financial Planning and Analysis | Opex Budgeting

Functional | IT Operations Management | Business Relationship Management

Functional | Business Management / CXO | IT Strategy and Planning

Functional | Pre Sales Support Activities | Responding to RFPs

Functional | Organization Change and Development | Organization Restructure

Behavioral | Microland Skills | Microland First

Functional | Business Management / CXO | Business Planning and Strategy

Education Qualification :

Engineer - B.E / B.Tech / MCA

Certification Mandatory / Desirable :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

1. Achieve the Unit / account margin goals for the year

2. Achieve the margin goals through various optimization initiatives for the account (Measurable: Monthly Accounts profitability Reports published by finance)

3. Revenue Goals: Achieve the Unit / account revenue goals for the year

4. Maintain Formal documented succession plan for the critical roles in the program

5. Have a Succession plan - formal documented plan for all critical roles / people (Measurable: WMG, HR and LandD Dashboard)

6. Achieve SLAs / KPIs for programs - All green status - Zero defect delivery

7. Achieve formal published GandO for the program as agreed and tracked through customer governance

8. Ensure that Any misses to have a formal RCA based fix or a formal SIP initiative associated

9. Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits

10. Achieve Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline

11. Ensure tracking of productivity in a systematic manner and take measure to improve productivity (Formal internal reviews for published plans vs actuals)

12. QMS / IMS Goals: Ensure account maintains 100% compliance to service and security management processes defined.

13. Ensure 100% adherence and implementation to QMS processes defined by organization in accounts.

14. Ensure Zero Major NC in Internal and External Audit

15. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.

16. Value based delivery: Identify and execute initiatives classified as Value for customer

17. Demonstrate to customer on the Value delivered to customer through these initiatives

18. Ensure documentation of the projects and share the same with SEPG team