Associate Director/Head - IT Operations/IT Service Delivery - BFSi/BPO

Role : - Associate Director / Head - IT Operations / IT Service Delivery

Location :- Gurgaon

Job Description :

- Manage large (few - 000 FTEs) scale IT Operations.

- Managed IT Services delivery in line with agreed SLAs

- Effective Service Management to align IT Services with business needs and to enable ongoing customer satisfaction

- Guide teams on best practices, procedures, and designs.

- Manage IT Operations budget, spend across various sub-heads and Capacity planning.

- Work effectively with all levels of company staff

- Lead directly aligned & indirectly mapped staff for delivery alignment

- Communicate effectively with various stakeholders

- Implement processes to standardize IT practices and procedures, capacity planning and risk mitigation.

- Collaborate with various ITS teams to assess future growth and capacity requirements

- Participate in 24x7 system support management and handle escalations

- Perform effective vendor management for Helpdesk services and other product vendors.

- Handle large projects related to security, audit and compliance including new infrastructure rollouts.

- Proactively research new and/or updated technologies as they become available

- Ensure audit compliance to certifications and client mandated control requirements.

Desired Skills :

- Experience in managing large scale IT operations is a must

- Exposure of managing Large IT support teams

- Good understanding of IT Service Management & experience designing & implementing Continual Service Improvement initiatives

- Good understanding of ITIL framework and Service Support processes

- Good understanding of Network & Infrastructure technologies.

- Deep understanding & demonstrated experience of managing certifications like ISO20k, BS25999, ISO27001

- Working knowledge of technologies such as, MS Windows, MS Office, Telecom, Networks, Desktops and laptops hardware & image management etc.

- Effective communication skills with emphasis on written and oral presentation skills

- Exposure to off-shore Industry specific information security and data management standards

- Exposure to business tools such as Workflow Management is a plus.

- Have worked in a matrix structure with multiple working relationships.

Candidate Profile :

- 12+ yrs experience in ITES industry, with a mix of experience in IT operations and IT Infrastructure management

- Graduate / PG, PMP/ITIL certifications are a plus