Integrated Service Delivery

• Should have more than 20+ years of experience in IT ASM (Application Service Management), AD / Transformation large programs.
• Should have done excellent customer stakeholdership management in all levels including CTO/CIO & business stakeholders.
• Should have retail experience , supply chain and handled stores ( POS ) operations from IT perspective.
• Preferably worked in service oriented company with ISD Experience.
• Technology neutral but preferably Iseries, JAVA Microservices.
• Ensure all SLA and KPI are met at account level and avoid penalty. Knowledge on Oracle, Client, and quite a bit of mainframe & AS400 would be beneficial.
• Ensure to take team mentoring and shaping to next level for WIN-WIN situation.
• Handling Digital transformation is a BIG +
• Should have handled the innovation journey guiding team and taking to next level.
• Contract management ( SOWs , FPP ) and pricing preparation and negotiation skills.
• Prepare and walkthrough quarterly business reviews with VPs and CTO.
• Conduct daily / weekly / bi-weekly / monthly meeting with customer stakeholders.
• Keep the customer annual score to 100% year on year.
• Ensure organization goals like no escalations, smooth delivery, revenue and margins (prep and tracking) are achieved.
• Excellent presentation skills and communication skills is mandatory.
• Flexible in travel, if required.
• Excellent ITSM experience end to end ( IM, PM, CM, Service request ), Critical incident management process with ServiceNow ticketing tool.
• AGILE and Devops is much needed experience.
• Should know the Infrastructure operations as well.
• Azure cloud experience is big advantage.
• Manage all the programs through Service delivery managers / program managers for various programs.
• Excellent collaboration mindset with all internal stakeholders between delivery and sales.
• Penetration of opportunities proactively and win the opportunities.
• Proposal writing and walkthrough.
• Conducting appraisals and providing feedback frequently.
• Decision making on hiring and other actions in collaboration with HR / resourcing team.

Last updated on Oct 18, 2022