Mobile menu

Associate Director-Service Delivery

Mohali PB - IND

Apply Now

10 days ago

Roles and Responsibilities:

Service Delivery / Program Management:
Drive end-to-end delivery of services to all customers for the region—planning phase to BAU operations.
Formal kickoff and onboarding of new programs
Delivery Health - All Metrics to Stay Green: Ensure all delivery parameters stay green for all programs
CSAT: Achieve highest level of customer satisfaction
Stakeholder Management: Manage customer expectations and maintain positive relationships with customers
Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (delivery-led Sales)
Service Delivery Governance & Reporting:
Participate and drive Weekly, Monthly, and Quarterly Reviews with customer
Review and monitor delivery performance metrics and ensure Service Levels are always met
Publish delivery performance and metrics (daily, weekly, monthly)
Service & Process Improvements
Assess customer feedback and use the expertise to establish, improve, and refine services

Escalation Management:

Address all escalations with direct supervision and stakeholder management
IT Operations and Service Operations
Vendor Management
Systems Development / Implementation & Support
Transition / Transformation Management
Project Initiation, Project Planning & Project Execution
Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
Talent Development Team Collaboration and Management / People Management / Resource planning
Involved in preparing/reviewing SOW and project plans; participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, and project cost/effort tracker.
Decide on the criteria used to judge learner’s performance and development assessment instruments.
Maintain project documentation and course folders, SLA and PMS.
Budgeting, Planning and execution of time-framed activities.
Provide platforms and activities that enhance the last mile learning process.
Handling creative teams, professional trainers, and vendors for specialized and customized programs.
Compilation of feedback of trainings and submission of reports on training impacts.
Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibility
Manage team performance, productivity, motivation, mentorship and conflicts
Flexibility to work in work hours [USA (CST) / EMEA]

Skills Required:

Should possess outstanding working experience of at least 12+ years with a bachelor's or master’s degree in Computer Science / IT or other affiliated courses.
Strong background in Field Service Delivery and other IT infrastructure services
Should have sufficient organizational skills and ability to carry out multiple and intricate tasks.
Strong leadership skills and ability to perform a wide range of duties
Good Communication and Presentation skills
Global Customer handling experience
Strong inter-personal skills, teamwork, self-drive, and a result-oriented approach

Mandatory Skills

IT Service Delivery/Program Management/ IT Operations Infrastructure/ SLA/KPI Monitoring Service Governance/ Stakeholder Customer Relationship/ Escalation Incident/ Project Planning, Execution Transition/Client Engagement Account Growth/ Vendor Resource

Job Number

JO-2605-37832

Job Function

Operations

Experience

10 - 15 years

Work Type

Onsite

Employment Type

Full Time

Salary

Competitive