Director - Engineering Methodologies - IT

This role is to lead the delivery excellence function globally. Prime responsibility of this role is to drive excellence in projects and operations across the organization. In specific, the leader is responsible for achieving CSAT goals, driving consistency in delivery, preempting escalations and manage customer escalations to closure. Also the leader is responsible for driving a company's way, leverage of knowledge/best practices and better customer delivery and driving continual improvements across the organization

Key Responsibilities

- Responsible for driving CSAT and excellence in projects/functions across the organization. Accountable for driving excellence in projects globally

- Responsible for driving consistency and maturity in customer delivery

- Responsible for pre-empting escalations in customer delivery and managing/governing escalations to closure

- Benchmark processes and performance with industry best, study opportunities for improvements and conceptualize improvement programs

- With thought leadership lead the solutioning to organization challenges collaboratively

- Measure and monitor the program, drive stakeholder alignment continually, retrospect and improve the overall effectiveness of the programs

- Anchor communication, manage change and continually improve the program

Key Skills/Experience

- Should have played a global role in driving excellence in IT services

- B.E or equivalent with 15+ years of experience

- Deep expertise in driving change management initiatives

- Industry presence in benchmarking methodologies and presenting in forums

- Knowledge of quality models like Agile, Safe, CMMI and ISO

- Exposure and usage of techniques like design thinking, Lean, 6 sigma etc.

- Good understanding of engineering & latest technologies/methods

- Self-driven, energetic, collaborative & result oriented individual

- Aptitude for learning and innovation - willingness to think - outside the box-