- Services Delivery Operations Management

- International Customer Management

- High Profile customer visit management

Managing Delivery programming, program management, new product implementation, project managementvarious Supply Chain process in Sourcing, Procurement, Strategic Sourcing, Contract Management, Demand Forecast, Spend Analysis, Manufacturing, Inventory management, Aftermarket Services (AMS), Parts Transition and Supplier Risk Management for global enterprise level organizations

- Escalation Handling

- Close coordination with Sales, Solutions, Analytics, Technology Excellence teams for better customer experience

- Service Delivery Innovation for optimum resource utilization

- Cultivating a culture of team ideation for developing business growth ideas

- Providing on the ground hands on leadership to the highly talented team of experts.

- Developing next line of leaders through coaching and mentoring.

- Ability to work on time bound deliverables with no hesitation to go the extra mile

- Act as a face to customer as a single point of contact from delivery organization

- Complete ownership of the team activities

- Team management - Managing teams up to 50-60 members

- Business performance and SLA management

- Should be familiar with data analytics, web analytics, customer data and CRM related operational analytics

- Understanding and experience in supply chain management and related operations like planning, procurement, order management, inventory, logistics management etc. will be an advantage

- Improving customer operations performance and provide value adds and innovative solutions to the customer.

- Understand the customer requirement and translate them into solutions

- Building a data oriented culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.

- Experience in driving the team and solutions through analytical/ big data management tools

- Operations efficiency improvements in cost, quality, delivery and drive business excellence

- Global Customer and relationship management

- Managing stakeholder communication across multiple lines of business on operational performance, process changes, escalations, etc.

- Maintain customer satisfaction.

- Maintain business communication with senior management

- Team management - Hiring, coaching, talent management and retention

Skills:

- Experience in working with Hi-Tech industry customers or core job is highly preferred.

- Ability to work under pressure and remain composed.

- Should be able to handle multiple subprojects as a lead.

- Should have experience in Analytics and customer support related operations.

- Supply Chain Management Domain understanding is a must

- Team management and leadership

- Relationship management - build and maintain relationships with clients, suppliers and colleagues

- Excellent verbal and written communication.

- Good at presentation skills

- Analytical though process and leadership to drive the analytical projects.

- Should have worked on six sigma projects

- Strong organizational, analytical, communication, and presentation skills

- Proven ability to execute cross-functional projects from beginning to end without daily direction

- Ability to work with data (e.g. data analysis, transformation, visualization, statistical and predictive modeling) using tools such as Excel and other reporting tools

- Experience in analytical tools such as SAS, R-language, MATLAB, SPSS

- Experience in using ERP systems like - SAP/Oracle/ BAAN/Servigistics etc. will be an advantage

Essential Education: Graduates in any discipline, preferably with specialization in Industrial Engineering, Statistics, Engineering, and Science and PG Degree in Operations (MBA-Operations)

Essential Experience: 10+ years of exp. in service delivery operations / program management experience in supply chain operations management domain (with 5 years in managing teams and account delivery)

Industry - Hi-Tech

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