Job Role:
"The Service Delivery Operations Lead is accountable for all the work executed through Service Delivery Operations (global, regional, center, industry, or function). They implement and improve standard processes and tools to drive operational efficiencies and meet operational and financial commitments. They also support the sales process as needed, by participating in the solution design.
Key Responsibilities:
ü Manage Solution Delivery
ü Ensure execution of delivery work globally
ü Drive optimization of delivery of standard solutions within area(s) of expertise
ü Lead service delivery strategy and execution across all locations where the services are provided [Client locations, Global Delivery Network (GDN) and non-GDN delivery centers]
ü Ensure the feasibility of the standard solutions and delivery of the same by leveraging Client’s full capabilities
Work with Delivery Account Management Leaders and Commercial Directors to proactively:
ü Address performance issues across the service delivery operations, create operational approach and implement continuous improvement
ü Manage supply and demand, service quality and processes to meet delivery expectations
ü Implement the levers to consistently achieve performance targets such as Six Sigma, operational excellence, etc.
ü Participate in account quality review process and engage appropriately in the Client Quality Assurance program
ü Proactively improve client and customer relationships, while working with Client Account and Account Delivery Team leadership
ü Support the achievement of targets on contract controllable income (CCI) and cost-to-serve
ü Support estimate at completion (EAC) adjustments (if required)
ü Achieve year on year efficiencies in conjunction with the delivery service providers
Manage and Develop the Service Delivery Operations team
ü Responsible for career management of service delivery operations staff (e.g. training, engagement, mentoring, succession planning and annual performance process)
ü Manage to Contract Operational & Financial Commitments
ü Manage and reduce costs on standard offerings, assets, technologies, subcontractors
ü Manage recruiting, staffing, pyramid mix, utilization, cost-to-serve, and capacity of staff to optimize balance between cost and delivery targets.
ü Deliver efficiencies through standard processes and synergies
ü Implement standard service level agreement (SLA) and other financial/operational metrics
ü Resolve performance issues with delivery leadership
ü Formalize delivery plans for the service delivery operations(s) with service group delivery leadership
ü May develop supplier/vendor/sub-contractor strategy for service delivery operations
Participate in solution design processes
ü May lead or support the design of new offerings or services for industry/functional/technical areas
ü Total of 15+ years of experience, 5-8 years of experience of handling large global team, large LAN and WAN infrastructure projects,
ü Strong Network background and understanding of enterprise wide network and related complexities
ü Experience in managing large size team (150+) across globe
ü Cost Management
ü Operational Excellence
ü Operations Management
ü Resource Management
ü Client Delivery Methods
ü Client Relationship Management
ü Quality and Process Improvement
ü Service Change Management
ü Service Level Agreement (SLA) Management
ü Contract Compliance Execution
ü Integrated Delivery Framework for Outsourcing