JD Ops - Director  General Brief   - Responsible for managing service delivery for (EUS) end user support for Domestic and International Clients   - Responsible for Mutilple client deivlery with a span of 750+ resources   - The support scope would be mix of deskside and remote   - Responsible for managing but not limited to the below   Operations Management   - Operations – Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository   - Maintain 100% technical SOP in Support central for any new type of technical issues   - Working knowledge of CRM Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines   - Reduction of cycle times for any process, Inputs from Customer Feedback   - Contracting and subcontracting engagements   Transition   - Transition activities include, Takeover New services and Process & Framework, Resources, Metrcis and Dashbaords, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills   Metrics Management   - Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards   - Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables  Desired Skills and Experience  - Any graduate with 15+ yrs in service delivery in (EUS) end user support   - Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must   - Should have managed a team of 750 + resources for deskside & remote in multi customer environment   - PMP, ITIL and Related Quality certifications preferred.   - Domestic client engagement is a must

Mumbai

Director - Service Delivery Operations - IT Infra 

Director - Service Delivery Operations - IT Infra  ,Job Description for Director - Service Delivery Operations - IT Infra  in ABC Consultants in  Mumbai for (15-20) years of experience. Apply Now!

Job Description for Director - Service Delivery Operations - IT Infra  in ABC Consultants in  Mumbai for (15-20) years of experience. Apply Now!