Tech Mahindra - Delivery Head - Service Desk

Location : Manilla/ US (dallas)/ Hyderabad.

Candidates based out of India looking for international locations should have a valid Work Permit.

We are looking for a dynamic, self-motivated individual with experience in providing strategic & operational leadership to the Service Desk delivery operations.

The delivery head will be responsible for overall delivery responsibility for an identified LOB, Budget performance, Business alignment with organizational objectives, P&L responsibility, Solution & Pre-sales support, Client Relationship management, New capability development, participate in market surveys & bench marking, Responsible for smooth and Efficient Operations.

The ideal candidate will also have experience managing the Revenue growth, P&L, client relationship and managing project deliverables under high pressure and within deadlines. He / She must be well versed with Service Delivery, Service Support (ITIL framework / Foundation).Prior experience in managing large scale Service Desk operations is preferable.

Number of Direct Reports: 4-5

Number of verticals / Horizontals supported: Cluster

Base / Delivery Location: Hyderabad, Manilla, Dallas

Job Description :

- Responsibility for delivery of multiple client projects in terms of meeting the defined SLAs, Vendor Management and 24x7 Operations Management

- Responsible for solutions, approach and delivery framework for existing projects and opportunities

- Oversee all project execution activities such as planning, costing, delivery and post-delivery review to ensure that the Delivery Unit functions as a Profit Center

- Ensures effective resource utilization across onsite and offshore including manpower allocation and release, bench management, monitoring talent pipeline, utilization, drives communication of organizational vision, company's values and unit-level strategy through the group

- Responsible for Contribution Margin, Onsite-offshore ratios, revenue growth, revenue recognition and leakage control, billing milestones and utilization in line with organizational goals.

- Responsible for contract management including SLAs, Terms and conditions

- Responsible for people development including ongoing training, skill building, deployment and career growth

- Identifies bottlenecks in delivery and proposes effective solutions and practices to eradicate the same

- Work on long term process improvement, manages change, takes care of knowledge management Customer Relationship Management

- Maximize customer satisfaction through effective solutions delivery

Required Skills :

- 12 + years experience in Service Desk / Technical Support Services handling large customers, in senior managerial position

- Experience in understanding IT Service Desk needs of an organization and devising long term plans to meet the business objectives.

- Good planning/design & execution skills

- Should have experience in strong quality procedures, process & documentation methodology

- Should have independent Project Management experience in handling multiple large scale projects

- Should have handled large multi-location technical support teams

- Should possess excellent communication skills, inter personal skills, people/team management & strong leadership skills

- Should have wide exposure in customer interaction & ability to get into root cause analysis mode