Publicis Sapient - Senior Manager/Director - Service Management

As a Director Service Management, the person will will be responsible and own the service management for the customers. The person should be a thought leader in the domain and able to mentor and guide the customer for a futuristic service management experience. S/he being the owner of all the services being delivered or agreed to be delivered, you need to ensure services are designed as per the requirement to meet the demand. You should be able to bring in thought leadership and innovation to improve the service design

The role is critical and a core building block to our core market offerings in eCommerce, advertising, adtech and digital transformation. As an evangelist for Cloud, you will collaborate with leaders in various divisions, industries and geographies, in developing & implementing solutions for our clients.

Our environment and culture foster growth and present exciting opportunities to hone your skills in the industries that we support, and in business problem-solving. You will be responsible for softwares from ideas to codes and from tests to operations. You will make an impact on our clients and their businesses directly through your work and will see your ideas become realities. You will sharpen your technical skills, expand your collaborative methods, and develop a flair for leadership.

Job Title: Director, Service Management

Do you have the following?

- 16+ years of experience in understanding the technical dependencies of production services

- Under the behavioral characteristic of the projects

- Ensure Services are designed and delivered to be mission critical

- Bring in enough mechanism to ensure, the following for the projects are strictly adhered to and measured as well as reviewed periodically :

a) SLI Service Level Indicators

b) SLO Service Level Objective

c) SLA Service Level Agreement

- Providing thought leadership around various areas of service design and management like:

a) Monitoring

b) Security

c) Resiliency

d) Performance

e) Scale

f) Reporting

- You should be able to measure, infer the data and guide the customer in the constant improvement of these parameters through efficient service engineering.

- You should guide your team to articulate the technical characteristics of your services and the dependencies between services, and

- You will work with different stakeholders across the organization to add various SRE capabilities to the service portfolio.

- You will participate in feature design reviews to ensure Monitoring, Telemetry, Reliability, Automation, and Runtime Debuggability is represented as a first class, design time priority.

- You will provide leadership in defining different standards, quality gates, performance, resiliency

- Guiding the customer in the overall service design journey and providing thought leadership

What will be required of you?

- S/he will be responsible and own the service management for the customers. The person should be a thought leader in the domain and able to mentor and guide the customer for a futuristic service management experience. They keys areas to focus on are:

- Service Delivery and Operations: S/he should ensure the service delivery is exceeding the customer expectations, the team morale is high, the operations have near zero bottleneck and strong control over the project cost

- Service Improvement Plans: S/he should focus on improving the services continually. With the change in the ways of working, it is very essential to have service improvements to meet customer demand and show our efficiency. You should be able to motivate and guide the team to bring in the culture

- Cost optimization: This will be one of the very attributes of to the role. You should be able to monitor the various cost and should have strategies to optimize the same. You should ensure the project Error Budget is not exhausted. By bringing in various thought leadership and optimization, you should be able to do this.

- Stakeholder Management: You should be able to liaison with external and internal stakeholder to manage synergy in the project. You should be working in collaboration with the other internal stakeholders to bring in new solution accelerators, share the best practices among different projects/program and creating a culture of learning. You will be various stakeholders at the customer end, manage their requirements and expectations, aligning the service delivery & operations accordingly. You should be motivating your team to bring in thought leadership and innovation

- Executive Business Reporting: You should be responsible for Executive business reporting to the C-Level stakeholders. You should be able to understand the client/internal business need effectively and prepare the report accordingly. You should be able to guide the customer through this journey and show them the futuristic roadmap through this.

- Excellent communication: S/he should be excellent in communication. Very articulate and impressive in reaching out to stakeholders. You should be able to influence the customer, team and internal stakeholders and motivate them for reaching new heights.

- TOIL Reduction and Automation: You should be constantly thriving for the culture of automation and TOIL reduction. You should periodically review with your team on the areas where mundane tasks can be automated and delivery efficiency can be achieved in terms of TOIL reduction. You should be well versed with the technological improvement and guiding/motivating your next level leaders to bring in the culture of Automation into the DNA of the team. You will be setting the Automation/TOIL Reduction target for the team and help them achieve it.

- Process Adherence: S/he will be adding, changing and modifying the process as per the business requirement. Well versed with ITIL processes and have prior experience of the same. S/he should be bringing in a culture of process adherence, process improvement. With the changing demand of the industry, S/he should be able to modify the processes accordingly. You will bring in the right measure to monitor and report the process adherence of the projects to all the stakeholders.

- Evangelize and Educate You will play a critical role in making the transformational culture change to an SRE mindset within Service Development. You will be responsible for evangelizing and educating Service Product Management and Service Development on the service-centric, full-stack approach and principles of SRE as well as the architectures and solutions.