Vice President/General Manager - Service Support/Service Delivery

The Role:

VP/GM Service Support & Delivery is responsible for CMSs client experience, co-coordinating the delivery of solution and services to key clients harnessing Support, FMS, Delivery and Project management functions of the company. The Service Delivery Leader (SDL) would also have responsibility to build a Services organisation for CMS aligned to the latest technology trends and service delivery practices which will add business value to clients. SDL is expected to bring his/her significant experience to plan, implement and deliver IT and IoT services leveraging global best practices including methodology, frameworks and support services.

The SDL plays a vital role in creating long-term service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDL is governance across all areas of services across our Business Units including service management, incident and change management, continual service improvement, customer satisfaction, project governance, project delivery, facilities management as well as playing a key role in ensuring the highest level of client delight.

The role will call for deployment and support of Surveillance & Workforce Management solutions, Smart City solutions, Energy Management and Smart Grid solutions, eGovernance solutions as well as IT Infrastructure Services on premise and remote.

Key Responsibilities:

In his/her role as overall Services leader, the SDL would be responsible for:

- Improving business processes and support critical business strategies by managing the development, implementation and maintenance of CMS practices; methodology, solutions.

- Responsible to maintain good health of all projects being executed as well as provide leadership and governance to project delivery team through planning, best practices, client relationship. This should be done in alignment with internal stakeholders like product development, business units, support functions as well as sales./market facing units.

- Budget analysis, creation and management - This is a P&L role and requires good understanding of cost structures, optimization and revenue growth through streamlined delivery, appropriate staffing and deep understanding of sales pressures on revenue without compromise on quality, timelines and project profitability.

- Estimate resources for all engagements and design, manage and oversee all project teams including internal staff as well as external business partners and third party vendors.

- Work with PMO and coach PMs to draft detailed, robust plan and ensure that work is executed as per defined plan for projects within CMS Computers Ltd. and CMS Traffic Ltd as well as any other associate of CMS.

- Work with internal Subject Matter Experts to develop deep insights for client delight as well as cost optimization and building capability in advance within the delivery and support organisations.

- Support sales teams and clients throughout the contract lifecycle including at client review meetings and identifying opportunities to upsell into existing accounts as well as upsell into more market segments.

- Create commercial offers which are technically sound and comprehensive which include all license, installation, services and support costs by effective site surveys and business understanding.

- Create, validate and approve services estimates / statements of work for services engagements for larger engagements as required.

- Provide overall engagement management and oversight for strategic customer engagements and programs that have large revenue potential and/or service level agreements attached for technology engagement

- As the technical support leader, develop and achieve Technical Support objectives and goals to support the organizational vision. Monitor client SLAs and ensure that there is enough visibility and control within the services organisation.

- Build a skills and expertise plan for technical staff to ensure a talented skills pool with right mix of skills across technology, geographies, business units.

- Build a 3 Tier (l1/L2/L3) support & engineering team to provide rapid and effective technical assistance to clients. Manage the support & FMS team adhering to financial budget requirements for operational teams using best in class tools.

- Track and report on project portfolio performance, providing real-time, comprehensive, and prioritized view of all projects to senior leadership. Work with PMO to develop and maintain an Executive Dashboard for all projects which are running and completed along with analysis historical & real time with maniacal focus on enabling AR, optimizing costs, improving profitability and superior client satisfaction.

- Relationship building with senior level executive stakeholders. Ability to manage in a matrix environment.