Job
Description
Empowered By Innovation Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities. Role and Key Responsibilities: Service Delivery Leadership: Drive digital initiatives to elevate the ES - Service Delivery Organization, focusing on digital experience, speed, scalability, and resilience. Champion initiatives under the Digital Roadmap, including Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation. Maintain a comprehensive understanding of business objectives, processes, and supporting technology needs. Build and nurture relationships with key senior leadership across various functions. Ensure high performance in incidents, service requests, and change requests, with accurate reporting. Take accountability for service delivery performance, meeting customer expectations, and driving future demand. Analyze organizational and internal processes to create strategies for service delivery optimization. Own the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews. Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures. Recommend and implement Service Improvement Plans, ensuring timely completion of actions. Ensure seamless releases for various change requests/projects. Experience handling projects on SuccessFactors is preferred. Qualities and Skills Required: Experienced Service Management professional in a large-scale and diverse environment with deep knowledge of SAP modules Proven experience leading large teams and managing third-party services. ITIL Qualified with expert knowledge of ITIL disciplines. Passion for Service Improvement. Excellent leadership and people management skills, with a willingness to support and mentor junior staff. Strong customer-facing/customer service skills and ability to work under pressure to meet deadlines. Demonstrated initiative and proactive approach to daily tasks. Team Leadership: Lead and mentor a team of solution architects, project managers, and delivery specialists. Foster a collaborative and high-performance team culture. Project Management: Oversee the end-to-end project lifecycle, from requirements gathering to implementation and support. Develop and maintain project plans, budgets, and timelines. Ensure project milestones are met and deliverables meet quality standards. Internal Stakeholder Engagement: Build and maintain strong relationships with cross-functional teams, acting as a trusted advisor. Collaborate with internal stakeholders and functional SPOCs to develop tailored solutions. Resource Allocation: Assign resources to projects based on skills, availability, and project requirements. Monitor resource utilization and make adjustments as needed. Risk Management: Identify and mitigate project risks and issues promptly. Proactively communicate with clients and internal stakeholders regarding project status and potential challenges. Quality Assurance: Implement best practices for quality assurance and quality control in project delivery. Conduct regular project reviews to ensure compliance with standards. Continuous Improvement: Stay up to date with industry trends and emerging technologies. Identify opportunities for process improvements and efficiencies within the delivery team. Show more Show less
