AVP - Service Management

Role Summary:

- Work with Sales providing pre-sales support for new customer/revenue acquisition in the region.

- Work with the clients and delivery teams to provide service assurance for the existing engagements.

- Develop and manage regional delivery partners for the company.

Responsibilities:

- Represent customer’s requirements and expectations. Ensure understanding of the customer’s business direction and strategy to achieve successful execution. Enhance/expand relationship with key customer stakeholders - work with the customer and Operations team to define the Goals & Objectives for the year.

- Own customer management in the region. Be the face of and first point of customer escalation. Work with delivery owners to identify and implement strategy to meet/exceed customer expectations.

- Own service performance, risk management and overall operational health in the region along with respective delivery owner. Identify and implement relevant support strategy to exceed the client needs for all relevant managed services

- Responsible for overall governance - own and drive quarterly/half yearly governance board meetings; participate in weekly and monthly reviews; new program transition; enhancing/expanding relationship with key customer stakeholders; first point of escalation for the customer in the region

- Drive new services/solutions within the account working with Sales and Delivery Owners - identify transformational opportunities in collaboration with the customer and Operating leaders. Provides feedback to Marketing, Sales/Pre-Sales on new market/customer requirements.

- Working with Deal mgmt. to develop regional partner capability to deliver services for the customers. Work with Deal mgmt. for operational governance of the same.

- Direct Line Management responsibility for a team consisting of onsite operations support SPOCs/Leads

- Work closely with account leadership in the region and partner to achieve the business plan.

Desired Skills and Experience:

A result oriented professional with 15+ years of industry experience and exposure across all paradigms of IT Infra business, including Delivery, Consulting, Transition, Pre-sales and Solutions.

- Should have global experience in core Infrastructure domain - solution management, service management and Project Management skills

- Should have experience in working closely with sales teams in new customer acquisitions; elevated expertise in designing solutions which targets at addressing business needs through technology solutions

- Excellent Pre-sales solution designing skills; proficient in bid management, RFP responses, solution and business proposal creation, commercial bidding, cost calculation, effort estimation, resource Sizing, SOW creation etc.

- Experience in global delivery models, working with onshore-offshore teams, specific experience in IT Infrastructure service delivery

- Strong technical knowledge and pre-sales experience on Virtualization Solutions, IaaS, Windows Servers, Storage, Backup Solutions and other Data Center Technologies and Services; Good understanding of the Cloud Computing Strategies, Techniques and Services

- Financial fluency which includes working with ROI, cost analysis, and financial statements

- Strong experience and expertise in handling and managing operational crisis, issues and problems; experience of handling highly skilled project teams

- Elevated expertise in Project Delivery, Technical Knowledge Transfer and Service Transitions

- Possess strong analytical and interpersonal skills. Excellent managerial and leadership skills