Director/AVP/VP - Infrastructure & Product Support

Job Description:

We are looking for passionate and experienced delivery operations leaders with 10-15 years of experience in managing large scale IT Infrastructure, Cloud, Product Support for strategic enterprise customers.

You will have the end-to-end ownership of Global Service Delivery Operations with a team of program managers reporting into this role. Job requires coordination with cross functional teams to hire, on-board and manage talent development to meet service level agreements. The role will also include identifying and managing potential partners to help in successful delivery of programs.

KPIs:

- Performance management - Manage program performance and deliver on signed SLAs including productivity targets, CSAT & NPS scores, and operational governance of the program

- Transformation - Provide thought leadership to drive automation and digital initiatives across the engagements

- People Management - Resource planning, hiring, training, resource development, day today management, ESAT and attrition management

- Financial Management - Cost management / optimization and Program profitability

Desired Skills, Education and Certifications:

- 10-15 years of operations leadership experience required

- Lead teams of 500 to 1000 to 1500 FTEs

- Graduation in Engineering / Technical field, with MBA or M.Tech degree preferred

- Strong analytics and transformation mindset

- Fluent communicator with ability to engage customer leaders

- PMP /ITIL / ITSM / ITOM knowledge desired