Infra Delivery Manager/AVP - Data Centre Operations - IT

We need a strong account service delivery manager with a wealth of experience in Data center background (not from Delivery operations background), managing P&L (revenue, profitability), account governance, account growth, customer relationships, CSAT (customer satisfaction scores), transformation, cost optimization, automation, innovation, service improvements, sales support, manage large teams in onsite-offshore models.

KPI/KRA- s: P&L (revenue, profitability), Csat scores, transformation, cost optimization initiatives, automation, innovation, service improvements

Level 9

Pune office location - Mphasis EON free Zone, Cluster C, Kharadi Knowledge Park SEZ Plot No.1, Survey No.77, MIDC Rd, Kharadi, Pune

Qualification : Engineering or simialar advanced educational degree.

Work Experience : Minimum experience of 16+ years

Position Title : Account Delivery Manager

Position reports to : Vice President - IS Delivery

Primary Roles and Responsibilities :

The role envisages managing the multi-year, IT Infrastructure outsourcing engagement for a Fortune 100 client, as an Account delivery leader. The delivery responsibility is for managing an end to end infrastructure outsourcing contract delivered by Mphasis using its own globally located resources, largely in India and UK and US, as well as 3rd party providers for specific services. The KRAs for the role are client CSAT which includes goals on innovation and customer experience, and financial metrics (revenue and profitability).

The responsibilities will include:

- Account governance and representation of Mphasis in client forums and reviews

- Providing thought leadership and contributing to Customer success - position Mphasis as a trusted partner to the client's business

- People management, team performance governance and delivery governance for large teams

- Management of globally IS technical delivery teams across multiple programs/ projects covering various client initiatives and spanning multiple infrastructure towers, meeting client expectations and contractual commitments consistently.

- Technical engagement with client to generate proactive innovations and transformation initiatives resulting in a positive client experience, client risk management as well as revenue opportunities for Mphasis

- Management of overall P&L for the account and driving cost optimization initiatives

- Working closely with the Sales Leader to Grow the Account Globally.

Desired Profile :

- Proven track record of success driving excellent client relationships, strategic client partnership, delivery/account management and deployment of large scale and high quality, contemporary, infrastructure technology solutions. A successful track record delivering on CSAT and financial metrics

- A technical background in infrastructure services and experience managing IS account delivery based on ITIL processes and deployment of new services under Infrastructure services

- Preferably handled services or worked in India Service providers outsourcing contracts

- Profile would call for clear understanding of automation led infrastructure delivery, deployment of Quality Management System to measure the CSAT, client end user experience and Success of contracted deliverables

- Proven experience in building and managing client relationships at CIO, department head and business stakeholder levels. Strong business acumen and partnership skills. Managing 3rd party vendors.

- Proven ability in Account management and Governance, including contract management of large, - total outsourcing- contracts with Managed services. Should have led global, UK/Europe/US based accounts of GBP 50M TCV and more.

- Ability to manage globally distributed technical delivery teams across multiple programs/projects covering various customer geographies, covering full spectrum of infrastructure services

- End user, service desk, data center, networks, information security, cloud services and cross functional scope.