Manager - Service Delivery - Information Technology

Service Delivery Manager (Information Technology)

- You are accountable for the end-to-end delivery of programs and projects to meet customer needs, and responsible for customer relationships across the span of control & you will work closely with the Product & Programme Management Team & supporting technology vendors, & lead the successful technology delivery.

Roles & Responsibilities :

- Leading a team of geographically dispersed resources to deliver technology projects on time and within budget

- Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence

- Work with their teams to determine necessary activities to successfully deliver projects

- Ensure that the right type and number of resources that are required to fulfill the planned projects are available and in place through cooperation with Resource Planners

- Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution

- Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources

- Responsible for financial management and reporting and optimizing processes

- Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation

- Holding the teams to the highest standards, project discipline and accountability

- Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams. This will be critical to reaching organisation strategic objectives and beyond.

- Support the development of Account plans using Firm's Account Management Framework

- Initiate, build and sustain productive relationships

- Serve as an escalation point for customer concerns if/when they arise

- Identify appropriate resolution to achieve client satisfaction in a timely manner

- Help develop account strategy and plan that best leverages firm resources and strategies to meet customer expectations

- Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget

- Enforce standard methodologies, processes and tools

- Provide leadership and direction to project team members

- Evaluate and identify potential redundant applications, infrastructure and tools

Qualification And Experience :

1. 10+ years of experience in IT delivery and client relationship management in a technology environment

2. Good business acumen and ability to negotiate with business partners

3. Strong customer orientation and able to manage customer expectations

4. Good executive presence

5. Ability to develop strategic plans and translate them to actionable roadmaps

6. Good financial and people leadership skills

7. Initiates, builds and maintains productive customer relationships

8. Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

9. Comfortable working in a matrixed organisation with excellent communication and networking skills - able to effectively manage and influence senior leaders as well as a broad range of stakeholder

10. Ability to manage risk, and encourage strategic risk management based delivery in others to manage expectations and communicate effectively

11. Strong collaboration skills to build teams across business boundaries

12. Leadership skills to successfully lead large, diverse and virtual teams. Agile working experience necessary.

13. Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality

14. Building trust with senior stakeholders in times of pressure.

15. Must be able to work within a matrix organization - balancing the needs of the customer against firm initiatives and goals

16. Must be able to identify appropriate product/service offerings to meet the client's needs

17. Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles

18. Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.

19. Identify, manage and resolve complex issues, preventing escalations, where possible

20. Manage, negotiate and resolve project risks effectively

21. Demonstrate, by example, in-depth knowledge of the organisation competency principles and practices, including coaching, learning and mentoring

22. Leader and team player - sets example for project managers, business analysts and others to follow

23. Create an open, honest, accountable and collaborative team environment

Remuneration :

An outstanding remuneration package that rewards professionalism and diligence will be on offer for the successful applicant as well as a well defined career path. An excellent package will be on offer for the right candidate, including an above industry base salary for the right person as well as the most complete employee benefit scheme. Don't miss out on this opportunity to join the market leader

Contact Person :

RAJAN
Perfect Placer
Web Site : www.perfectplacer.com
Mobile : 8368469496