Infrastructure Outsourcing - Offshore Delivery Lead/Director
Act as the Delivery Center Lead for a large global network infrastructure outsourcing deal, managing different verticals/functions like Service Management and Reporting, Technical Operations, Tools and Automation, and Projects. The Delivery Center has teams in different cities in India, and Manila. Will lead a team of Senior Managers and Managers, who manage the different verticals/functions. Will work closely with the Global Delivery Lead and Regional Leads to ensure contractual obligations are met/exceeded in delivering services to the client.
Key Responsibilities: We are looking to hire delivery leaders who have experience in managing end to end delivery of large and complex Infrastructure Outsourcing programs for our India delivery centers. Key responsibilities include:
Serve as the off-shore point of contact for the business service delivery
Overall responsibility for SLAs and Performance Metrics as off-shore delivery lead
Oversee service delivery and demand management of vertical services
Client engagement including participation in governance review meetings
Partner with onshore business teams to build a culture of one cohesive team
Facilitate the introduction and termination of vertical services
Understand and drive operations excellence, process improvements
Implement processes that offer streamlined delivery capabilities for gained efficiencies, cost reduction, and higher levels of service
Serve as point of escalation for business-specific issues
Ensure service issues are resolved or escalated
Work closely with offshore ICI leadership for support and reporting as required
Technical Experience: Managing 24x7 delivery Operations. Manage Daily Operations, - Analyze service performance data. Analytical skills and drive initiatives aimed at performance improvement Across Technology Domains work with the team to understand problems and drive them to closure. Good high-level understanding of network technologies and standards, different domains such as routing and switching, data center, wireless and security. Familiarity with OEM business models and processes. Understanding of use of Analytics and AI tools.
Lead and supervise technical professionals for the business
Lead with CLIENT CULTURE values and build culture across teams
Attract, hire, and retain talent that supports capabilities and the future state organization
Establish a value-driven and consistent culture that is metrics driven, outcome-focused, process-based, service-oriented and focused on continuous improvement
Be viewed as a credible and sincere source of IT service thought leadership
Foster a customer service focus and culture throughout the organization
Provide strong change leadership and management skills to empower the customer service culture
Proven experience in offshore delivery including Experience in Program governance, Crisis and Escalation management
End to end management of IO delivery for a global client including onshore and offshore teams
Financial Management should have, experience of managing project financials including budget.
Strong relationship building and management skills
Effective communication skills across a range of audiences
Experience working in a multi-cultural environment with a diverse workforce
Education Qualification: BE/ B Tech or any other recognized degree /MBA
Additional Information: Understanding of quality processes and standards such as ISO 20000/BS25999/ITIL Strong Communication skills.
Must to have skills
Service Delivery, Operations, Project & Program Management, Key stakeholder Mgmt., Governance & Client relationship Mgmt.
Good to have skills
Deep technical experience in one or more networking/cloud domains
"Infrastructure Outsourcing "