iGate - Manager - IMS

Desired Candidate Profile

- Should have managed mid - large sized projects in IMS area

- Should have managed the operational areas of the project such as - Project planning , Reviews , Preparing and completing action plans for project execution

- Review and Maintain quality of the project deliverables , SLA reporting, determine system and project improvements, Team management, Tasks planning

- Strong client focus - ability to operate at prime customer contact level typically at senior manager

- Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment & experience of having designed and implemented significant productivity as well as customer satisfaction improvements

- Strong development focus - advocate of developing employees, teams and the business

- Significant experience of leading and managing shared services environment

- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership

- Thorough understanding of customer’s business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements

- Strong communicator at all levels

- Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships

Job Description

- Accountable for managing service delivery for Ten client accounts

- Provides a focus for SLA management and customer satisfaction across the relevant customer base.

- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.

- Ensures and monitors that processes are in place to pro-actively protect consistent service quality

- Ensures resources, capabilities and capacity to meet both existing and new business demand

- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit

- Motivates, develops and mentors the resources

- Maximizes same account growth opportunities

- Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability

- Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)