Associate Practice Director

As a Service Delivery Leader at Birlasoft, you will play a crucial role in driving digital initiatives to enhance the efficiency and productivity of the ES - Service Delivery Organization. Your responsibilities will include: - Elevating the organization through digital experience, speed, scalability, and resilience. - Championing initiatives such as Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation. - Maintaining a comprehensive understanding of business objectives, processes, and technology needs. - Building and nurturing relationships with key senior leadership across various functions. - Ensuring high performance in incidents, service requests, and change requests with accurate reporting. - Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. - Analyzing organizational processes to create strategies for service delivery optimization. - Managing major incidents, coordinating resolution parties, and conducting post-incident reviews. - Supporting service delivery adherence to systems, methodologies, and procedures. - Recommending and implementing Service Improvement Plans for timely completion. - Leading and mentoring a team of solution architects, project managers, and delivery specialists to foster a collaborative and high-performance team culture. - Overseeing the end-to-end project lifecycle, from requirements gathering to implementation and support. - Building and maintaining strong relationships with cross-functional teams and internal stakeholders. - Assigning resources to projects based on skills, availability, and requirements, and monitoring resource utilization. - Identifying and mitigating project risks and issues promptly, and implementing best practices for quality assurance and control. - Staying up to date with industry trends and emerging technologies to identify opportunities for process improvements and efficiencies within the delivery team. Qualifications and Skills required for this role include: - Experience in Service Management in a large-scale environment with deep knowledge of SAP modules. - Proven leadership experience and managing third-party services. - ITIL qualification with expert knowledge of ITIL disciplines. - Passion for Service Improvement. - Strong leadership, people management, and customer service skills. - Ability to work under pressure, meet deadlines, and demonstrate initiative in daily tasks.,