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Assistant Vice President - Service Delivery

8.00 to 10.00 Years   Hyderabad   30 Dec, 2020
Genpact India Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaRisk / Underwriting
EmploymentTypeFull-time

Job Description

AVP, Service Delivery

  • This role will have the main responsibility of owning the Infrastructure services Global Delivery for one or more clients with responsibilities encompassing Pre-sales, Project Delivery, Financial Management and core day to day Operations. The job involves cross selling / solution new products and proficiencies among others.
Responsibilities:Operations
  • Lead large teams globally across locations and time zones
  • Meet all contractual metrics such as SLAs, Project work, Reporting etc.
  • Provide End user and Infrastructure Management Proficiency leadership and Manage Daily work, issues and resolutions, Act as a point of escalation and resolution
  • Directly own client happiness and Net Promoter Score for delivered services
  • Drive best in service delivery practices such as RCA and corrective actions, continuous improvement and project / operations efficiency
  • Excellent people management ability including Talent Management, Career planning, Retention, Skill building etc. working along with support teams
  • Drive partner delivery with key product vendors and 3rd parties as needed
  • Implementation of efficient processes, quality initiatives, adoptions of the best methods and achieve continuous improvements in proficiency.
  • Building and maintaining a robust favorable identity for Genpact IT Services within the client through interaction with key influencers and decision makers on a global basis. Presence in client forums
  • Financial compliance of work including meeting revenue, margins and growth for the account(s)
  • Ensure compliance of ISO20K and other applicable audit requirements such as SOX and PCI compliance etc. as applicable
Growth and Customer Relationship
  • Work along with Sales and Solutioning team for selling.
  • Customer Vendor or 3rd party Mgmt or co-ordination as applicable
  • Sourcing Org Relationship support as applicable
  • Partnership maintenance as applicable on behalf of customer
Responsibilities - Indirect and Joint Ownership
  • Hands on Infrastructure Operations and Solutions expertise in Infrastructure Management and End user Technologies and related components in the Data Center
  • Knowledge and experience in crafting solutions and leading implementation and run operations for various layers of the Enterprise IT stack including ITSM, End User Mgmt, Servers, Networks, Databases and Storage
  • Hunting/Farming Revenue with BD/AM team
  • Channel management
  • Ownership of Statement of Works, Change Orders etc
  • Customer Demos and Presentations
QualificationsMinimum qualifications
  • Graduate from a reputed university with good interpersonal and communication skills.
  • Solid grasp and expertise in Managed Workplace Services including SD, Deskside, ITAM, Packaging and Distribution, Vulnerability Mgmt, KCS, EU Automation along with fair knowledge of Infrastructure, Networks and Apps
  • CxOss presence: Must have experience working with IT Directors and CxO-1 profiles
  • Mandatorily must have led large teams of IT professionals in the past with complete ownership, delivering global services for fortune 100 companies
  • IT Service Delivery + IT solutioning experience for at least 2 or more fortune 100 customers
  • Prior experience of hands-on core Operations and Service Delivery is required. Must have an operational background with a customer facing role
  • Must be willing to travel and work extended hours at short notice
  • Must have a detailed understanding of the Processes, Challenges and IT landscape in ITSM and Management of Remote Infrastructure.
  • Experience across geographies and exposure to cultural differences with some high level knowledge of local laws, regulations etc.
Preferred qualifications
  • ITIL Foundation certified or higher is helpful
  • Relevant Microsoft, Cisco and other industry certifications are preferred, but are not required
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Keyskills :
financeriskreportingbankingcompliancenet promoter scoreit servicesfortune 100cross sellingchange orderscustomer focusglobal deliverycareer planning

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