Tower Head/Director

Job Description: Director

Role Summary :

- The Director - Professional Services Delivery is responsible for the planning, management, and execution of all professional services for the defined portfolio engagements globally, reporting in the Head - Professional Services Delivery.

- 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 Delivery Leader to ensure Revenue, Margin, Quality, Retention and Utilization Goals are met for projects under the tower portfolio.

- 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 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

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 including factory services

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

Desired Skills and Experience:

Technical Skills:

- Proven track record with a minimum of 10 years in IT infrastructure consulting and professional services solutioning with strong architectural and execution background

- Proven track record in managing and executing complex projects

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

- Broad knowledge of Microsoft technologies and products, with specialization in one or more of the following: Lync, Exchange 2010/2013, Office 365, Directory & Federation Services

- Good understanding core networking and voice technologies across infrastructure stack

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

- 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

Educational Qualification & Experience:

- BE, BTech, or Equivalent with 10-15 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 Messaging, Collaboration, Microsoft Solutions