Infrastructure Outsourcing - Offshore Delivery Lead/Director
abc consultants
Bengaluru, Karnataka
Job Description

Infrastructure Outsourcing - Offshore Delivery Lead/Director

Role Description

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.

Job Requirements

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.

People Development:
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

Professional Attributes:
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

Key Skills
"Infrastructure Outsourcing "
"service delivery"
Any Graduate