Director - IT Delivery & Operations - Technology Services Firm

We are looking for an experienced Director IT Delivery & Operations preferably from technology services industry to join our Infrastructure Team

Shift Timing: 5 PM IST to 2 AM IST

Job Description:

- Technology Leadership and Management

- Lead overall Enterprise Technology Operations

- Strategically contribute to Technology Operations Roadmap, enhancements and acquisition of latest technologies.

- Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all Technology Service and Operations SLA's and KPI's

- Should be forward looking and have good knowledge of industry trends and forthcoming technologies in the IT arena.

- Capable of working in global cross functional projects

- Ability to work closely with Technology Pre-Sales, Transition Team and work towards designing IT solutions to meet client specific business requirements.

Technology Operations Management:

- Ability to operate at all levels within the organization and cross functionally within multiple Client organizations.

Vendor and Partner Management- A Team leader with stature to effectively lead and manage a team of Professionals and ensure efficient management of Technology Operations, Process and Policies, End User Compute, Service Delivery for Business, Asset Management, ITSM Tools and Platform, Vendor and Partner Management

- Easily recognize system deficiencies and implement effective solutions.

- Facilitate team and client meetings effectively. Deliver engaging, informative, well-organized presentations.

- Resolve and/or escalate issues in a timely fashion.

- Assist in the identification of critical support processes and metrics, improve and modify, to ensure that those processes are in control.

- Establish strategic relationships with key IT suppliers, act as the liaison for 3rd party IT outsource providers

- Responsible for vendor management, timely deliverables, cost effectiveness, and relations for IT Operations

- Own and drive improvements on establishing Self-Sufficiency, High Resilience, Gap Analysis, Periodic Checks, On-Site Spares, Tight Contracts with Providers, Resident SMEs and Coverage to support IT operations for 24- 7 business operations

- Oversee site audits and accountable to assure that systems standards are established, documented, and agreed to by IT management are adhered to and implemented expediently

- Compliance - Adhere and protect IP and Client IP. Ensure the compliance levels in all the areas (Internal and Clients) are always met

- Has to play pivotal role in designing, implementation, documentation, operational management for business-as-usual support.

- Capacity Management WRT sufficient license management understanding the projected business pipeline in mind.

- Provide input regarding the evolution of technological platforms and contribute to the definition and evolution of appropriate technological strategies and roadmaps.

- Interact with internal business stakeholders and external clients to ensure continuous customer satisfaction and ongoing improvement of service delivery

- Stakeholder/ Client management with appropriate communication during incidents

- Apply significant knowledge of industry trends and developments to improve service to our business and clients.

- Ensure the highest levels of customer satisfaction.

- Solution and Capability presentations for Client due diligence & customer checkpoints.

- Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all IT specific client deliverables.

Manage Team - Talent acquisition ensure training and development.

- Ensures appropriate skill mix and creates career advancement opportunities.

- Provides hands on support when required specifically for any specific domain knowledge acquired

- Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.

- Talent development and enhancement, where the team lacks specific domains / areas

Educational Qualifications:

- Minimum Graduate, Preference for B.E. / B. Tech.

- Service Delivery Leader in Managing Global Customers

Technical Skills:

- In-depth understanding/ Knowledge of Technology Operations and Supplier Management

- Good Understanding of running Global Service Desk, Asset Lifecycle Management, BMC Remedy, ITSM and ITL Practices, Audio & Video Conferencing services and offerings, ITSM Tools, ITIL Methodology

- Good understanding of working in a global model, and technical skills in the area of Systems / Voice/ Network

- Reporting and Dashboard, Governance, Relationship management

Functional Skills:

- A balance of technical, business, and leadership skills. Hands-on leader with strong Technical and Operational experience.

1. Experience in managing Technology Operations for large scale 24- 7 operations

2. Strong vendor management and negotiation skills

3. Number / financial orientation

4. Organization and people development

5. High client management and relationship skills and ability to network at senior levels

6. Excellent communication skills

7. Prior experience with multinational - cultural fit

8. Reasonable level of business perspective and capability to drive improvements based on benchmarks

Relevant and total years of Experience: 17 Plus years of experience in the BPO / IT Industry in the area of Technology with at least 10 years in Managing Large Technology Operations and Service Delivery in a BPM environment for a company and providing IT function with vision, direction & leadership.

- Experience in Technology Operations, Datacenter Operations, Technology Evaluation, Customer interaction & support, Vendor Management, People Management, and a thorough understanding of computing and communications technology is a must.