Thoucentric - Lead - Service Delivery

- Good knowledge on ITIL processes applicable to Service Delivery and should have played roles in implementing the ITIL processes

- Keeping the lights on for all BAU Applications without compromising on quality, Speed of turnaround of issues and process adherence

- Ensuring SLA adherence across applications

- Metrics reporting from partners and driving SIP/CIP(Service Improvement plan/Continuous improvement plan) which should lead to measurable productivity savings(Effort/Cost)

- Catering to business requirements of changes/resolution of critical issues and getting them resolved through partners

- Proactively roll out automation plans across applications with identified business value with the objective of simplification, Standardization and digitization rendering the landscape more resilient, scalable, predictable and performance efficient

- Managing audits across applications, security compliance adherence

- Alignment with Diageo global standards/policies/relationship wherever applicable

- Run governance calls across all partners on Service delivery to ensure the LIGHTS ARE ON and to provide help to partners appropriately

- The candidate must have good communication skills(both verbal and written), manage escalations, conflict management, relationship building and must be flexible and open to ideas for any improvement.

- He must be a GO-GETTER on things and must be able to set correct expectations at all levels(from Service Delivery aspect)

- Candidate must possess an Engineering or mgmt degree, preferable to have industry experience(atleast 5 - 8 years) since he would be dealing with service delivery of applications which are business process driven.

- Any ITIL/PMI/Project Management certification will be an added advantage.