AVP-Service Delivery leader
- Genpact India
- 7 to 14 Yrs
- Noida, Gurugram
- 5 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Assistant Vice President Service Delivery Lead
This role will have the main responsibility of owning the Infrastructure services Global Delivery for one or more clients with responsibilities encompassing Pre-sales, Project Delivery, Financial Management and core day to day Operations. The job involves cross selling / solution new products and proficiencies among others.
Responsibilities:Operations
- Lead large teams globally across locations and time zones
- Meet all contractual metrics such as SLAs, Project work, Reporting etc.
- Provide End user and Infrastructure Management Proficiency leadership and Manage Daily work, issues and resolutions, Act as a point of escalation and resolution
- Directly own client happiness and Net Promoter Score for delivered services
- Drive best in service delivery practices such as RCA and corrective actions, continuous improvement and project / operations efficiency
- Excellent people management ability including Talent Management, Career planning, Retention, Skill building etc. working along with support teams
- Drive partner delivery with key product vendors and 3rd parties as needed
- Implementation of efficient processes, quality initiatives, adoptions of the best methods and achieve continuous improvements in proficiency.
- Building and maintaining a robust favorable identity for Genpact IT Services within the client through interaction with key influencers and decision makers on a global basis. Presence in client forums
- Financial compliance of work including meeting revenue, margins and growth for the account(s)
- Ensure compliance of ISO20K and other applicable audit requirements such as SOX and PCI compliance etc. as applicable
Growth and Customer Relationship
- Work along with Sales and Solutioning team for selling.
- Customer Vendor or 3rd party Mgmt or co-ordination as applicable
- Sourcing Org Relationship support as applicable
- Partnership maintenance as applicable on behalf of customer
Responsibilities - Indirect and Joint Ownership
- Hands on Infrastructure Operations and Solutions expertise in Infrastructure Management and End user Technologies and related components in the Data Center
- Knowledge and experience in crafting solutions and leading implementation and run operations for various layers of the Enterprise IT stack including ITSM, End User Mgmt, Servers, Networks, Databases and Storage
- Hunting/Farming Revenue with BD/AM team
- Channel management
- Ownership of Statement of Works, Change Orders etc
- Customer Demos and Presentations
Minimum qualifications
Graduate from a reputed university with good interpersonal and communication skills.
Solid grasp and expertise in Managed Workplace Services including SD, Deskside, ITAM, Packaging and Distribution, Vulnerability Mgmt, KCS, EU Automation along with fair knowledge of Infrastructure, Networks and Apps
CxOss presence: Must have experience working with IT Directors and CxO-1 profiles
Mandatorily must have led large teams of IT professionals in the past with complete ownership, delivering global services for fortune 100 companies
IT Service Delivery + IT solutioning experience for at least 2 or more fortune 100 customers
Prior experience of hands-on core Operations and Service Delivery is required. Must have an operational background with a customer facing role
Must be willing to travel and work extended hours at short notice
Must have a detailed understanding of the Processes, Challenges and IT landscape in ITSM and Management of Remote Infrastructure.
Experience across geographies and exposure to cultural differences with some high level knowledge of local laws, regulations etc.
Preferred qualificationsITIL Foundation certified or higher is helpful
Relevant Microsoft, Cisco and other industry certifications are preferred, but are not required
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: AVP-Service Delivery leaderContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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