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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