AVP/Head - IT Service Delivery - Big4

Role : AVP / Head of Service Management - IT ( Big 4)

Location : Gurgaon

Quantification & Experience :

- BE / MCA with minimum 10 +years of experience in IT ( MBA would be an added advantage)

Primary purpose of the role :

- The Head of Service Management is responsible for defining, maintaining and enhancing fit-for-purpose, best value IT services (as measured against external bench-marking) that meets business requirements and companies strategic objectives whilst meeting companies appetite for risk, service performance and cost management.

- The individual is also responsible for ensuing compliance to process and procedure by fostering a culture operational compliance, whilst continually looking to improve processes in place. There is a need to ensure that there is an environment of continual improvement, by producing and delivering service improvement plans, via the tracking of root cause analysis.

Key Accountabilities :

- Managing the delivery, performance and supply chain of IT services to provide the required level of service, system performance and functionality required to meet business objectives

- Creating and communicating absolute understanding and transparency of total cost of ownership of IT across companies, to facilitate better strategic companie's decisions, budget planning and corporate service planning.

Decision Making Authority :

- Service Design - services catalogue, SLA definition, capacity management based decisions

- Partner selection and management

- Risk mitigation and communication of the appropriate risks

Responsibilities and main tasks :

- Responsible for ensuring all enabling IT systems (for example, core applications, email, desktop devices, printers, data storage networks, the telephone system, the intranet and all data networks), plus all back-end supporting IT infrastructure components, are available and performing as intended.

- Management of all operational IT costs to drive value by developing cost transparency of IT services (for the total IT budgets across companie's including those currently embedded within Departments), including key drivers of the cost, total cost of ownership of key IT services and unit cost nature and drivers. Identify and communicate the options available to companie's to influence cost.

- Identify the relationship between cost, risk and service within the IT service and create service strategies and improvement plans to improve the balance in line with core business strategy and requirements

- Develop and implement IT service improvement plans to deliver the transformation agenda, industry best practice and changing business requirements.

Focus :

- Understand business requirements, priorities and future strategies.

- Explain the relationship between the performance, risk and cost of running IT services.

- Negotiate and influence senior decision makers to agree IT service levels, which fulfill business requirements with the optimal mix of risk, cost and performance.

- Communicate the performance of the IT service, and explain key issues affecting availability, performance and risk (and, therefore, affecting the ability of the comapnie's to deliver its customer services) and recommended options for resolution where appropriate.

- Explain the cost drivers affecting total and unit cost of IT, and influence the business to amend behaviors to help drive down cost and improve performance.

- To develop and maintain strategic relationships with Directors, the Executive, and other senior leaders across companies- s, plus partners and suppliers.

Performance Indicators :

IT Service Management :

- Improve quality and efficiency of IT service delivery, to drive value and support companie's business objectives

- Establish and manage ITIL processes to deliver business requirements in the most effective manner, as recognized against industry standard practice

- Identify requirements for 3rd party contractual support to fulfill service delivery objectives in the most effective way

- Lead performance reviews with IT suppliers in support of the service delivery objectives and supplier contractual obligations

- Manage and resolve escalated issues through communications to the business, managing suppliers and coordinating response from a diverse group of IT professionals

- Develop and manage a customer satisfaction process to measure, monitor and improve both user and client satisfaction

IT Operations Management

- Improve quality and efficiency of IT service delivery through proactive service and infrastructure management, to drive value and support companie's business objectives

- Establish and manage ITIL processes to deliver business requirements in the most effective manner, as recognized against industry standard practice.

- To design and implement testing programmes to ensure efficacy of business continuity and disaster recovery plans in support of IT and business strategies, to ensure the business is able to continue to function as it expects and requires in the event of disaster or service disruption

Service Portfolio Management :

- Understand corporate and departmental strategic objectives and design and deliver corporate IT solutions in support of them

- Define and implement a service information framework and knowledge base to capture key information on assets, users and systems required to manage and improve IT service delivery

- Develop and negotiate service level agreements with senior leaders across companie's to define the level of services to be delivered by the department, and implement within the department to assure delivery against commitments

- Proactively assess and interpret into understandable services the current and future business requirements, technology developments and industry best practice, and communicate these to senior leaders across companies's to generate buy-in to services and influence the overall spend of IT

- Implement service portfolio management processes to enable ongoing refresh and development of the service portfolio in line with changing business requirements

Team Management :

- To lead, develop and motivate the team in accordance with agreed policies and practices to ensure an effective workplace capable of meeting its objectives.

- Coordinate the resource allocations, supplier relationships and skills development required to ensure optimal delivery of IT services (best value mix of service, cost and risk) in response to business requirements

- To contribute proactively to the development of the Business Transformation and IT department's SMT, and to demonstrate leadership within the department as expected of a senior manager/head of service, including managing the human and financial resources of the IT Service Delivery Team in accordance with the corporate standards and expectations of companies.