Director - Professional Services Delivery - IT Infrastructure

Role Summary

The Director - Professional Services Delivery is responsible for the planning, management, and execution of all professional services for the defined portfolio engagements globally, reporting in the Head - Professional Services Delivery. This role oversees the coordination, implementation and delivery of our professional services to customers to meet customer success, revenue, margin, utilization and quality goals. Role Summary

Work with Global Professional Services Delivery Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met for projects under the tower portfolio.-

- Ensure that the professional services team delivers high-quality, results based customer experience across all customer engagements. Increase customer retention and expand existing accounts. Establish metrics to monitor and measure as well as improve customer satisfaction.-

- Lead, develop and motivate a superior professional services team capable of dealing effectively with business and technical issues.

- Engage directly to manage strategic and large, complex projects; understand client requirements, define company solution, determining resource requirements, select team members and coordinate support functions if needed. Track, monitor and review project performance.-

- Competency Development - Create a best in class and industry leading team of consultants with strong technical domain as well as program and project management capabilities-

Goals & Key Result Areas:

Customer Experience:

- Enhance Customer Experience and Relationship depth

- Project Execution Excellence - Create best in class delivery methodology to exceed quality, speed and cost goals

People & Culture:

- Establish an accountable & purpose-driven culture; Develop best in class people.

- Establish Industry leading consulting and professional services capability

- Establish a career roadmap for employees and create a supporting training and development framework

- Meet and exceed the functions employee retention targets

Growth & Financials:

- Streamlined and Effective Solutioning & Presales support

- Meet and exceed the SBU's Revenue & Profitability Goals

Operations & Simplification:

- Service Delivery Standardization: Ensure standardized and repeatable execution toolkits across service portfolio including factory services

- Establish Knowledge Management framework to capture learnings and enhance delivery toolkits on a continuous basis

Desired Skills and Experience:

Technical Skills:

- Proven track record with a minimum of 12 -15 years in IT infrastructure consulting and professional services solutioning with strong architectural and execution background-

- Proven track record in managing and executing complex projects-

- Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context-

- Broad knowledge of Microsoft technologies and products, with specialization in one or more of the following: Lync, Exchange 2010/2013, Office 365, Directory- & Federation Services

- Good understanding core networking and voice technologies across infrastructure stack-

Management Skills:

- Ability to secure trust and influence over peers in the organization and with clients-

- Strong people leader and track record for building high performing teams.-

- Must be a strategic thinker, while maintaining data driven operational discipline and rigor-

- Ability to clearly form and communicate ideas for wide audiences, both internal company and external client stakeholders. Excellent communication skills, both written and oral are required-

- Strong service attitude and a commitment to quality-

- Strong listening and question based solutioning skills. Ability to uncover business challenges and develop a custom solution to solve those challenges-

- Flexible, continuous learner and knowledge sharer, enthusiastic, personable self-starter, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving-

Educational Qualification & Experience:

- BE, BTech, or Equivalent with 12-15 years of relevant experience. MBA Desirable-

- Worked in a global multinational work environment with cross continent experience-

Desirable Certifications:

- Process certifications in TOGAF, PMP, ITIL-

- Technical domain certifications around Messaging, Collaboration, Microsoft Solutions-