Associate Director - Service Delivery

Education Qualification :
Engineer - B.E / B.Tech / MCA Skills :
Tertiary -> Behavioral | Microland Skills | Execution Excellence | 4 - Advanced Primary -> Functional | Client Account Management | Relationship Management | 4 - Advanced Primary -> Functional | Financial Planning and Analysis | Variance Analysis - Budget vs Actual | 4 - Advanced Secondary -> Functional | IT Operations Management | Stable, Secure ICT infrastructure | 4 - Advanced Secondary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert Tertiary -> Functional | Organization Change and Development | Succession Planning | 4 - Advanced Tertiary -> Functional | Financial Planning and Analysis | Opex Budgeting | 4 - Advanced Certification :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate Details: 1. Achievement of the Unit / account margin goals for the year 2. Achievement of the margin goals through various optimization initiatives for the account 3. Monthly Accounts profitability Reports published by finance 4. Revenue Goals - Achievement of the Unit / account revenue goals for the year 5. Formal documented succession plan for the critical roles in the program 6. Talent management and Improvement 7. Succession plan - formal documented plan for all critical roles / people 8. WMG, HR and LandD Dashboard 9. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery 10. Achievement of formal published GandO for the program as agreed and tracked through customer governance 11. Any misses to have a formal RCA based fix or a formal SIP initiative associated 12. Productivity and Service Excellence - Devise and implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits 13. Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline 14. Ensure tracking of productivity in a systematic manner and take measure to improve productivity 15. Formal internal reviews for published plans vs actuals 16. QMS / IMS Goals - Ensure account maintains 100% compliance to service security management processes defined, 100% adherence implementation to QMS processes defined by organization in accounts and Zero Major NC in Internal and External Audit 17. Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable. 18. Value based delivery - Identify and execute initiatives classified as Value for customer, Demonstrate to customer on the Value delivered to customer through these initiatives 19. Ensure documentation of the projects and share the same with SEPG team