Vice President - Technology Operations - BPO/ITeS

Job Description :

- Technology Leadership and Management

- Lead overall Enterprise Technology Operations

- Strategically contribute to Technology Operations Roadmap, enhancements and acquisition of latest technologies.

- Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all Technology Service and Operations SLA's and KPI's

- Should be forward looking and have good knowledge of industry trends and forthcoming technologies in the IT arena.

- Capable of working in global cross functional projects

- Ability to work closely with Technology Pre-Sales, Transition Team and work towards designing IT solutions to meet client specific business requirements.

Technology Operations Management :

- Ability to operate at all levels within the organization and cross functionally within multiple Client organizations.

- A Team leader with stature to effectively lead and manage a team of Professionals and ensure efficient management of Technology Operations, Process and Policies, End User Compute, Service Delivery for Business, Asset Management, ITSM Tools and Platform, Vendor and Partner Management

- Easily recognize system deficiencies and implement effective solutions.

- Facilitate team and client meetings effectively. Deliver engaging, informative, well-organized presentations.

- Resolve and/or escalate issues in a timely fashion.

- Assist in the identification of critical support processes and metrics, improve and modify, to ensure that those processes are in control.

- Establish strategic relationships with key IT suppliers, act as the liaison for 3rd party IT outsource providers

- Responsible for vendor management, timely deliverables, cost effectiveness, and relations for IT Operations

- KPI tracking for Vendor activities.

- Own and drive improvements on establishing Self-Sufficiency, High Resilience, Gap Analysis, Periodic Checks, On-Site Spares, Tight Contracts with Providers, Resident SMEs and Coverage to support IT operations for 24- 7 business operations

- Oversee site audits and accountable to assure that systems standards are established, documented and agreed to by IT management are adhered to and implemented expediently

- Compliance - Adhere and protect IP and Client IP. Ensure the compliance levels in all the areas ( Internal and Clients ) are met at all times

- Has to play pivotal role in designing, implementation, documentation, operational management for business as usual support.

- Capacity Management WRT sufficient license management understanding the projected business pipeline in mind.

- Provide input regarding the evolution of technological platforms, and contribute to the definition and evolution of appropriate technological strategies and roadmaps.

Interact with internal business stakeholders and external clients to ensure continuous customer satisfaction and ongoing improvement of service delivery

- Stakeholder/ Client management with appropriate communication during incidents

- Apply significant knowledge of industry trends and developments to improve service to our business and clients.

- Ensure the highest levels of customer satisfaction.

- Solution and Capability presentations for Client due diligence & customer checkpoints.

- Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all IT specific client deliverables.

Manage Team - Talent acquisition ensure training and development.

- Ensures appropriate skill mix and creates career advancement opportunities.

- Provides hands on support when required specifically for any specific domain knowledge acquired

- Has to be a good team player, and lead from the front in setting up appropriate learning and conducive environment for development of team.

- Talent development and enhancement, where the team lacks specific domains / areas

Educational Qualifications :

- Minimum Graduate, Preference for B.E. / B. Tech.

- Service Delivery Leader in Managing Global Customers

Technical Skills :

- In-depth understanding/ Knowledge of Technology Operations and Supplier Management

- Good Understanding of running Global Service Desk, Asset Lifecycle Management, BMC Remedy, ITSM and ITL Practices, Audio & Video Conferencing services and offerings, ITSM Tools, ITIL Methodology

- Good understanding of working in a global model, and technical skills in the area of Systems / Voice/ Network

- Reporting and Dashboard, Governance, Relationship management
 
Functional Skills :

- A balance of technical, business, and leadership skills. Hands-on leader with strong Technical and Operational experience.

1. Experience in managing Technology Operations for large scale 24- 7 operations

2. Strong vendor management and negotiation skills

3. Number / financial orientation

4. Organization and people development

5. High client management and relationship skills and ability to network at senior levels

6. Excellent communication skills

7. Prior experience with multinational - cultural fit

8. Reasonable level of business perspective and capability to drive improvements based on benchmarks

Relevant and total years of Experience : 17 Plus years of experience in the BPO / IT Industry in the area of Technology with at least 5 years in Managing Large Technology Operations and Service Delivery in a BPM environment for a company and providing IT function with vision, direction & leadership.

- Experience in Technology Operations, Datacenter Operations, Technology Evaluation, Customer interaction & support, Vendor Management, People Management, and a thorough understanding of computing and communications technology is a must.