WK Associates LLP is a Bangalore based Leadership Staffing Services provider. We serve some of the best clients in India & overseas, our clients include 2 of the BIG 3 Global Consulting Firms, 2 of the top 5 Tier 1 Indian IT MNCs, Globally #1 BFSI Consulting firm from USA, Worlds #1 Infrastructure Services company in the world, and many more market leaders.   THIS CLIENT: Our client is a pure-play IT Infrastructure Services/Solution provider, they have been known as an IMS solution expert for more than 25 years. They have office clients & offices in UK, US, Middle East and are headquartered in Bangalore.   Position: Director/Sr. Director - Operations (Service Delivery)  Location: Mumbai OR Gurgaon  Role Summary:  - Responsible for managing service delivery for (EUS) end user support for Domestic Clients   - Responsible for Multiple client delivery with a span of 500 - 1000 resources   - The support scope would be mix of desk side and remote   Key Responsibility Areas:  Operations Management   - Operations - Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository   - Maintain 100% technical SOP in Support central for any new type of technical issues   - Working knowledge of CRM Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines   - Reduction of cycle times for any process, Inputs from Customer Feedback   - Contracting and subcontracting engagements   Transition   - Transition activities include, Takeover New services and Process & Framework, Resources, Metrics and Dashboards, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills   Metrics Management   - Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards   - Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables  Desired Skills and Experience  - Any graduate with 18 - 25 years- experience  - Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must   - Should have managed a team of 500 + resources for desk side& remote in multi customer environment   - PMP, ITIL and Related Quality certifications preferred.   - Domestic client engagement is a must

Delhi NCR

Mumbai

Director/Senior Director - Service Delivery - End User Services 

Director/Senior Director - Service Delivery - End User Services  ,Job Description for Director/Senior Director - Service Delivery - End User Services  in WK Associates LLP in  Delhi NCR Mumbai for (18-25) years of experience. Apply Now!

Job Description for Director/Senior Director - Service Delivery - End User Services  in WK Associates LLP in  Delhi NCR Mumbai for (18-25) years of experience. Apply Now!