Consultant - Talent Acquisition at Human Capital Sloutions India
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Sr Director/Head - Professional Services Delivery - IT Infra Consulting (15-30 yrs)
Job Description - Sr. Director & Head - Companies Professional Services Delivery
Role Summary
The Senior Director - Professional Services Delivery 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 the 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 maintaining data driven operational discipline and rigor
- Ability to clearly form and communicate ideas for wide audiences, both internal 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 Data-center, Network & Security
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