About Microland:

Microland is a leading specialist IT infrastructure services provider, offering a comprehensive range of services to clients across the globe. A pioneer of the remote infrastructure management concept, Microland has its operations hub in India with global presence across USA, UK and Middle East. Incorporated in 1989, Microland has deep and broad expertise in all areas of technology infrastructure set up, management and optimization.

A team of over 2500 highly skilled and motivated employees, equipped with the right tools and systems, work round-the-clock out of our world-class facilities to optimize the performance of Microland clients' technology infrastructure. Microland has strategic partnerships with technology leaders such as Cisco, Microsoft, Citrix and VMware.

We are looking for a Sr Director / AVP at Microland

Role Summary

We are looking Professional Services Delivery Manager(AVP) who is responsible for the planning, management, and execution of all professional services engagements globally, reporting in the VP and SBU Head - Professional Services. This role oversees the coordination, implementation and delivery of our professional services to customers to meet customer success, revenue, margin, utilization and quality goals.

Role Summary

- Work with Global Professional Services SBU Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met

- Ensure that the professional services team delivers high-quality, results based customer experience across all customer engagements. Increase customer retention and expand existing accounts. Establish metrics to monitor and measure as well as improve customer satisfaction.

- Lead, develop and motivate a superior professional services team capable of dealing effectively with business and technical issues.

- Engage directly to manage strategic and large, complex projects; understand client requirements, define Microland solution, determining resource requirements, select team members and coordinate support functions if needed. Track, monitor and review project performance.

- Competency Development - Create a best in class and industry leading team of consultants with strong technical domain as well as program and project management capabilities

- Resource Planning and Management - develop and maintain a dynamic resource capacity model to achieve required scale as we grow the business

Goals & Key Result Areas

- Customer Experience

Enhance Customer Experience and Relationship depth

Project Execution Excellence - Create best in class delivery methodology to exceed quality, speed and cost goals

- People & Culture

Establish an accountable & purpose-driven culture; Develop best in class people.

Establish Industry leading consulting and professional services capability

Establish a career roadmap for employees and create a supporting training and development framework Meet and exceed the functions employee retention targets

- Growth & Financials

Streamlined and Effective Solutioning & Presales support

Meet and exceed the SBU's Revenue & Profitability Goals

- Operations & Simplification

Service Delivery Standardization: Ensure standardized and repeatable execution toolkits across service portfolio

Factory Services Industrialization: Establish process, tools and governance to ensure Industrialized service delivery

Establish Knowledge Management framework to capture learnings and enhance delivery toolkits on a continuous basis

Ensure effective Demand Forecasting, Skill based Capacity Planning and fulfillment to ensure no revenue loss

Ensure effective Demand & Capacity management processes and controls to meet and exceed utilization targets

Desired Skills and Experience

Technical & Professional Skills

- Proven track record with a minimum of 15 years in IT infrastructure consulting and professional services solutioning with strong architectural and execution background

- Proven track record in managing and executing complex projects

- Multi discipline knowledge and experience in IT Infrastructure components and technology

- Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context

- Demonstrated commitment to continuous personal improvement of business and technical skills, including the ability to learn and apply new technologies and techniques

- Strong service attitude and a commitment to quality

- Strong listening and question based solutioning skills. Ability to uncover business challenges and develop a custom solution to solve those challenges

- Flexible, continuous learner and knowledge sharer, enthusiastic, personable self-starter, works well in team environment, appreciates challenge, comfortable and effective working in new areas that require experimentation and rapid problem solving

Management Skills

- Ability to secure trust and influence over peers in the organization and with clients

- Strong people leader and track record for building high performing teams.

- Must be a strategic thinker, while data maintaining- driven operational discipline and Ability to clearly form and rigor communicate ideas for wide audiences, both internal Microland and external client stakeholders. Excellent communication skills, both written and oral are required

Educational Qualification & Experience

- BE, BTech, or Equivalent with 15 years of relevant experience. MBA Desirable

- Worked in a global multinational work environment with cross continent experience

Desirable Certifications

- Process certifications in TOGAF, PMP, ITIL

- Technical domain certifications around Datacenter, Network & Security

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