Delivery Lead - Infrastructure Automation Tools

Delivery Lead- Infrastructure Automation Tools

MindGen Solutions is a recruitment firm and specializes in hiring managerial and leadership talents across technologies and domains.

We have an opportunity for a Delivery Lead - Infrastructure Automation Tools for one of our MNC client, which provides IT Services and is one of the world's largest consulting, outsourcing and professional services company.

Job Description :

- Delivery Lead is responsible for the end to end delivery of tools services to various accounts and geos and developing the CoE for the same.

Responsibilities General :

- Responsible for delivery of tools services across Geos / accounts

- Ensures that the performance of all global OS teams is consistent and meets contractual requirements (where applicable)

- Participates in the development of service delivery solutions presented to new and existing clients;

- Reviews service delivery models and confirms the ability of the organization to provide service delivery within the costs in the deal model;

- Works closely with SSDMs to plan the overall client relationship strategy across all managed accounts, ensuring consistency in the initiatives to of cost reduction, service improvement and new businesses;

Service Delivery :

- Is a point of escalation and provides top-to-bottom feedback on delivery issues and concerns

- Manages issues and changes from the delivery team & clients- viewpoint

- Liaises with the delivery teams & clients to identify new opportunities and oversee major initiatives and completes continuous review of contractual achievements and liaises with management/Client representatives to address issues or concerns

- Shows a thorough understanding of applicable project management and/or operational management standards and procedures and owns projects to completion (where required)

- Possesses a thorough understanding of the business and commercial context of the organization. Service Quality and Improvement

- Drives client service and client satisfaction into the respective delivery organizations

- Is a point of escalation for service improvements initiative that require further Client/ internal Management or Global OS teams engagement

- Participates in Client review meetings (where required) and supports SSDMs in the delivery of reports, projects and other commitments.

- Provides feedback and coaching to avoid reoccurring errors; Financial control and support

- Leads sales discussions with existing and new clients providing service delivery and represents the Service Delivery management methodology and approach to the clients

- Has overall responsibility for the management of the financial cycle including invoicing and cost management for large Global Clients or for selected groups of smaller accounts

- Reviews the account's M-Pack for large Global Clients or for selected groups of smaller accounts in collaboration with Account Manager;

- Ensures that cost control is maintained for for large Global Clients or for selected groups of smaller accounts; SLA Implementation/Performance Reporting

- Oversees the initiatives taken to ensure all Client commitments are met;

- Ensures adherence to company and client-defined standards and change control procedures; Client Relations and Service Development

- Develops and maintains contractual schedules and Service Level Agreements in line with the current service line aspirations

- Develops and maintains close working relationships with representatives in the world and Client(s)

- Owns the relationship with clients and user management

- Supports the overall client relationship strategy and supports the SSDMs who act as service delivery members of the - virtual- account management team identifying opportunities to improve service, reduce costs and add value to the account based on service delivery experience and methodology

- Understands client concerns, requirements and future plans for services provided

- Represents the view of the client with the Service Lines, and provide an independent assessment balancing client requests with service requirements and contractual teams

- Provides leadership to SSDMs to identify and pursues business opportunities within the existing contract with the Client, ensuring these are aligned with the Service Line objectives

- Recognizes commercial opportunities and engages in Commercial negotiation where necessary. Management of Service Delivery Groups

- Effectively interacts with Account Management, delivery teams & client relationships

- Co-ordinates the work of the required service delivery line to produce deliverable to meet client contractual requirements;

- Builds relationships with service lines throughout the company

- Has a thorough knowledge of how the other service lines, subcontractors and clients contribute to the success of service delivery - what the responsibilities are and how to monitor and improve.

Qualifications :

- Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided;

- Experience in a service line operational role providing infrastructure tools deliveries - Deep understanding of infrastructure management tools and ability to provide out of the box solutions

- Demonstrated experience of delivering wining solutions and driving efficiencies through effective use of tools

- Excellent customer relations skills to understand client concerns and requirements. Be able to assume overall control of and resolve complex customer issues;

- Experience in project and program management is required.