Leadership Role - EUC - Operations/IT Managed Services

Leadership opportunity EUC (Operations/ IT Managed Services)

- This role will have the primary responsibility of leading sub business units under End User Computing business involving primarily Service Desk, Product Support, Deskside and desktop management and IT Service Management.

- The ideal candidate should have experience in Techno commercial operations, Business Development, Bid/Proposal/Engagement management, Project Management, IT Infrastructure management, Managing Key Accounts and Technical aspects for reputed business houses. .

- The leader will also carry responsibility of customer and employee related aspects like NPS, SLA and Retention.

How does the role add value: Enables the creation of a centre of excellence in IT Managed services (ITMS) focused on End User Computing.

What are the key initiatives & challenges facing this role in the next six months to three years:

- Thought Leadership in improving IT Operations and taking it to the next level

- Create centers of excellence

- Incubate new areas of services in line with market expectations .

- Consolidate and Optimize Delivery Organization to improve bottom line and productivity

Travel: Yes / 20%

Specific competences ( Essential) Specific competences (Desirable)

- IT Operations Lean Six Sigma Green Belt

- End to end Operations ITIL Certified

- People Management

- Global Delivery and Customer Management Experience

- (Direct Ownership)

- Stakeholder management (internal as well as external)

- People of the SBU

- NPS / Customer Satisfaction of SBU

- Quality of Solutions, Delivery and Thought Leadership

- Management Reporting and Oversight

Responsibilities (Indirect/Joint Ownership) :

- Oversee process health to ensure that activities are carried out in accordance with established specifications, schedules, and budgets, minimize delays, review program status and plan future actions

- Create and execute project work plans and revise as appropriate to meet changing needs and requirements.

- Identify resources needed and assign individual responsibilities.

- Manage day-to-day operational aspects of a project and scope.

- Reviews deliverable prepared by team before passing to client.

- Assist external customer in defining and implementing integrated IT Infrastructure solutions requiring relevant products and services.

- IT Services within the industry through interaction with key influencers and decision makers on a global basis.

- Support presence in Forums and Conferences

- Analyst relationship support

- Contribution to Technical Whitepapers

- Customer Demos and Presentations

Graduate from a reputed university with excellent interpersonal and communication skills.

- Minimum of 13 years out of which at least 10+ years of IT Operations and deep expertise in product support.

- Strong Techno-Commercial/ Business Orientation

- Strong Leadership/ Team Building / Decision Making attribute

- Must have leveraged analytics, Knowledge management, technology/Automation

- Demonstrated success in managing delivery operations in a global model with more than 250 FTE running in a 24x7 model.

- Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary

- Must have led multiple teams of at least 25 people to 250+ in the past.