General Manager- Service Delivery & Management

Job Description

Job Family DescriptorBroad outline of the RolePurpose - Broad objective of the roleTo plan, lead, guide and monitor service operations for managed services such as Cloud support, Managed hosting, Infrastructure support, MSS etcwith the objective of - ensuring adequate monitoring of customer systems - ensuring quick and appropriate resolution of issues - Ensuring customer satisfaction and customer retentionOperating Network - Key ExternalCustomers, vendorsOperating Network - Key InternalProduct teams, MSOC teams, IDC, Corporate helpdesk (CSO), IP SOC/NOC, BD, Service ManagementSize and Scope of Role - FinancialNASize and Scope of Role - No. of direct reports7Size and Scope of Role - Total team size163 (on roll: 100, off roll: 60)Size and Scope of Role - Other size parameters-Minimum qualification & experienceBtech/Diploma (preferably MBA) with minimum 12-15 years of experience in technical support if possible across multiple technologies, managed a technical team and global support experience experience with 5 years experience in remote management support and IDC operationsOther knowledge/skillsProcess awareness ITIL, Awareness of quality standards, People management, Customer orientationKey Responsibilities1. Proactive & Predictive Management (Including for Cloud Support) Discuss tool selection, configuration with Tools team Plan and define deliverables of the team (kind of monitoring, parameters to be monitored), timelines Review cost of operation of team in terms of team resourcing, tools etc Guide team on any escalated issues (alert management and problem management) Review metrics and identify areas of improvement in discussion with team Interact and coordinate with relevant teams such as tools team for enhancement and automation, SLMs for systematic improvement plans etc Review customer requirement on SLA reports in discussion with team and take corrective actions if required Review and approve customer wise SLA reports for use by Service Level Management team. 2. Incident Management Identify and plan automation improvements to reduce cost of operations Define escalation matrix Review and track internal TATs Review metrics periodically and take corrective actions if required Guide team incase of outages Guide team incase of major customer escalations Review CSAT results on aspects such as response time and take corrective actions if required. 3. Resolution Management (Including Cloud Support) Basis technology requirement, plan team staffing Review TAT periodically with team and supervisor and take corrective actions if required Engage with Operations Engineering for technical knowledge transfer to Resolver group and identify dependencies between teams Guide team incase of escalations Review minor tickets on accuracy of priorities and severities tagging 4. Service Level Management & MIS (Including Cloud Support) Identify reporting parameters, automation requirements and quality improvements Track reporting (internal and external for customer) as per plan Review service level deviations, reasons for deviations, customer feedbackand recommendations on improvement projects Guide and monitor improvement projects (such as project for improving TAT for customer updates) Review progress and success of process improvement projects and feed into next projects. 5. Change Management Define change management process and compliances Review plan for change management event Engage with stakeholders such as Product Management, Service Managers to discuss the plan Guide and monitor team on implementation of planned event Review progress against plan and take corrective actions if any Participate in Change Management Committee that approves major changes Incase of emergency changes, approve CRs and coordinate with relevant teams. 6. Team Development Regularly review team structure and assess talent requirements Define team roles and responsibilities in line with the team vision Participate in the recruitment and selection process Conduct goal setting and performance review for the team Drive team development, engagement and reward initiatives Coach and mentor team members as required and ensure resolution of any people issuesTechnical CompetenciesKnowledge / Skills

Keyskills :
ItilPeople Managementquality standardsCustomer Orientation