Senior Director - Service Delivery

Required Skills
Functional | Pre Sales Support Activities | Responding to RFPs Functional | Organization Change and Development | Organization Restructure Functional | Business Management / CXO | IT Strategy and Planning Functional | Business Management / CXO | Business Planning and Strategy Behavioral | Microland Skills | Microland First Functional | Financial Planning and Analysis | Opex Budgeting Functional | IT Operations Management | Business Relationship Management Education Qualification :
Engineer - B.E / B.Tech / MCA Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate Details: 1. Achievement of the Unit / account margin goals for the year - Achievement of the margin goals through various optimization initiatives for the account - Monthly Accounts profitability Reports published by finance 2. Revenue Goals: Achievement of the Unit / account revenue goals for the year 3. Formal documented succession plan for the critical roles in the program 4. Talent management and Improvement 5. Succession plan - formal documented plan for all critical roles / people 6. WMG, HR L & D Dashboard 7. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery 8. Achievement of formal published GO for the program as agreed and tracked through customer governance 9. Any misses to have a formal RCA based fix or a formal SIP initiative associated 10. Productivity and Service Excellence: - Devise implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits - Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline - Ensure tracking of productivity in a systematic manner and take measure to improve productivity - Formal internal reviews for published plans vs actuals 11. 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. - Zero Major NC in Internal and External Audit - Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable. 23. Value based delivery: - Identify and execute initiatives classified as Value for customer - Demonstrate to customer on the Value delivered to customer through these initiatives - Ensure documentation of the projects and share the same with SEPG team