Delivery Leader - Director - IT

Delivery Leader - Director

- Should possess proven leadership and skills keen passion to build a great BPS Practice.

- Experience in handling large global teams (400+ associates) with multiple clients - P&L responsibility, people
management, client management and driving transformation.

- Exceptional leadership, business and interpersonal proficiency. Be able to garner the fidelity, esteem and confidence of employees.

Educational Background:

- Graduate/ Post Graduate in Engineering

- An MBA from top schools would be preferred

No of years of experience:

- Overall Experience: > 16 years

- Prefer 8 yrs at least with Third Party providers. Similar experience in Consulting roles also considered

- Experience in working in captives or clients in the area of Online & Software Products a must

- Minimum # of years in People & Client Management role: 6 years

- Should have been stable across different roles

Roles & Responsibilities:

- Lead global delivery for product support of world's #1 on-cloud multi-tenant CRM product with 100,000+ customers

- 300+ resources; 7 locations; 8 languages; 3 service categories

- P&L responsibility of ~$10 MM /year

- Responsible for managing client expectations on service delivery including KPI improvement plans, service transformation roadmap design and execution

- KRAs will include: Customer NPS, People Scorecard, revenue & profitability

- Differentiate Cognizant's performance in a multi-vendor ecosystem with ability to build connects across multiple layers in the client organization

- Deliver customer value beyond the Business as Usual and in line with customer's support program success criteria

Experience Required:

- Relevant leadership experience of approx. 5 years for similar scale, diversity and complexity and overall experience of 10+ years

- Proven skills for designing and implementing right delivery frameworks to manage complex programs

- Understanding of online technologies, cloud-based technology products

- Experience in product support for independent software vendors a must

- Preferably Engg + MBA from a Premier B-School

Note:

1. BPO experience

2. Digital background

3. Multi Geography service delivery experience

etc are mandatory for the requirement.

Linson Thomas
http://www.linkedin.com/pub/linson-thomas/80/610/a56