Service Delivery Director - Infrastructure Services

MindGen Solutions is a recruitment firm and specializes in hiring managerial and leadership talents across technologies and domains.

We have an opportunity for a Service Delivery Director- Infrastructure Services in Mumbai for one of our MNC client, which provides IT Services and is one of the world's largest consulting, outsourcing and professional services company.

Job Description:

Service Delivery Director is responsible for a large Global Client, ensuring that all Global delivery teams for the client perform to expectations and deliver all services in scope to Client satisfaction

Responsibilities

- Responsible for a large Global Client or a number of smaller non-global Clients in Infrastructure

- Oversees the monthly performance for all managed Clients to ensure it is consistent with Account Management and client requirements;

- Ensures that the performance of all global OS teams is consistent and meets contractual requirements (where applicable)

- Typically has a large number of SDMs reporting to them, directly or indirectly (this will be dependent on the contract a staff of 80+ on-shore resources);

- Participates in the development of service delivery solutions presented to new and existing clients;

- Reviews service delivery models and confirms the ability of the organization to provide service delivery within the costs in the deal model;

- Works closely with SSDMs to plan the overall client relationship strategy across all managed accounts, ensuring consistency in the initiatives to of cost reduction, service improvement and new businesses;

- Service Delivery Is the highest point of escalation and provides top-to-bottom feedback on delivery issues and concerns;

- Manages issues and changes from the clients- viewpoint;

- Liaises with the Client to identify new opportunities and oversee major initiatives and completes continuous review of contractual achievements and liaises with management/Client representatives to address issues or concerns;;

- Shows a thorough understanding of applicable project management and/or operational management standards and procedures and owns projects to completion (where required);

- Possesses a thorough understanding of the business and commercial context of the organization.

Service Quality and Improvement

- Drives client service and client satisfaction into the respective delivery organizations;

- Is a point of escalation for service improvements initiative that require further Client/Management or Global OS teams engagement;

- Participates in Client review meetings (where required) and supports SSDMs in the delivery of reports, projects and other commitments.

- Provides feedback and coaching to avoid reoccurring errors;

- Financial control and support

- Leads sales discussions with existing and new clients providing service delivery and represents the Service Delivery management methodology and approach to clients as overall responsibility for the management of the financial cycle including invoicing and cost management for large Global Clients or for selected groups of smaller accounts;

- Reviews the account's M-Pack for large Global Clients or for selected groups of smaller accounts in collaboration with Account Manager;

- Ensures that cost control is maintained for for large Global Clients or for selected groups of smaller accounts;

- SLA Implementation/Performance Reporting

- Oversees the initiatives taken to ensure all Client commitments are met;

- Ensures adherence to company and client-defined standards and change control procedures;

Client Relations and Service Development

- Develops and maintains contractual schedules and Service Level Agreements in line with the current service line aspirations;

- Develops and maintains close working relationships with representatives across board and clients

- Owns the relationship with clients and user management;