Service Delivery Manager

JOB DESCRIPTION

JOB TITLE : Vice President / General Manager Service Support & Delivery

REPORTING TO : Chief Executive Officer, CMS Computers.

DEPARTMENT : Service Delivery

LOCATION : Mumbai

The Role :

VP/GM Service Support & Delivery (SSDM) 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 SSDM would also have responsibility to build a pure play Software Services organisation for CMS aligned to the latest technology trends which will add business value to clients including Analytics, Mobility, Cloud, Service provisioning, Content Management, Information Security & Compliance.

SSDM is expected to bring his/her significant experience to build IT services leveraging

global best practices including methodology, frameworks and support services. The SSDM 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 SSDM 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.

Key Responsibilities :

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

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

- In the process, the person would also lead CMS from a CMM Level 3 company to a Level 5 company over a period. Utilize various SDLC, HDLC, PMP, Six Sigma, ISO methodologies as appropriate for various projects and Services.

- Author and evangelize standards, methodologies, practices in line with global best practices using international standards and vendor practices.

- The SSDM would be responsible to maintain good health of all projects being executed.

- Should guide the PMO and project managers to define a robust plan and continuously monitor progress to verify that the defined plan is being implemented as per expectations.

- Research and evaluate new and/or alternative solutions and technologies to enhance operational effectiveness and reduce costs.

- Budget analysis, creation and management - This is a P&L role and requires good understanding of cost structures, optimization and revenue growth. This is even more critical whilst building the software services practice. Work collaboratively with other groups, departments and third party business partners to ensure that implemented solutions are implemented with agreed upon timeliness and budgets

- 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.

- This should be in conjunction with BUs, PMO and Resource team.

- Ability to identify and manage risks well should ensure smooth project execution.

- Should have a keen eye towards maintaining or enhancing the projects profitability, coupled with timely billing and collection. A highly process oriented individual, who believes in PDCA (Plan, Do, Check, Act) cycle, gathers and analyses metrics, suggests process improvements to enhance project performance. Publish periodic reports and maintain excellent relationships with all stakeholders.

- Coach the PMO and PMs to draft a 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 associates of CMS. Provide direction to project teams in consultation with the BU and PMO, which includes assignment of teams responsibilities, tasks and technical functions.

- Guide and advise PMs to revise plans, change course quickly, adapt to changing scenarios. Coach the various project execution stakeholders so that they identify and alert the BU on Change Request (CR), whenever customer changes requirements during project duration to ensure additional billing.

- Interact with BU and Support Heads to resolve conflicts/bottlenecks

that may affect project schedule, cost, effort, margin and quality of deliverables.

- Act as the resident Subject Matter Expert for all technology selection and delivery.

This will apply to all internal deployments as well as external pre-sales, solutions

delivery work for clients. Define and assess all roadmaps, architectures, frameworks

and risks associated with each, and manage risk and compliance to minimize

exposure.

- As the technical support leader, develop and achieve Technical Support objectives and goals to support the organizational vision.

- Managing and directing a team of Technical Support, Service Resolution, Help desk and Technical Processing Leaders while leading the development of the vision and strategy for the Fast track Sales & FMS Service team.

- Ensuring targeted service and performance standards are achieved or exceeded.

- Executing tactical plans and initiatives that exceed customer expectations via phone, email, web and social media resulting in increased customer satisfaction, sales.

- Build a skills and expertise plan for employees primarily technical staff to ensure a talented skills pool with right mix of skills. This could cover domain, technology, product, consulting, implementation, support, soft skills and certifications.

- Work with HR to build a training calendar to ensure that every technical staff gets 40 hours of mandatory training every year and every other key employee gets 20 hours of training.

- This should in turn lead to better client satisfaction, lower costs, lower attrition and higher productivity.

- Ensure that proper notification /escalation of service events are followed as related by event management policies.

- Ensuring that ticket management and customer/internal notification is performed on time and to standard. Identify areas of improvement within teams by monitoring SLAs and feedback and then implement the changes.

- Build a 3 Tier support & engineering team provide rapid and effective technical assistance to clients. Manage the support & FMS team adhering to financial budget requirements for operational teams.

- Perform Customer service reviews and operational presentations acting as a point of support for the sales team as well as the operations lead in reviews.

- As the software services leader, build from scratch a pure play software organisation leveraging high end technologies.

- The focus initially should be on Analytics, Mobility, Content Management, Cloud and business value applications.

- Support managing of vendor relationships to ensure contract terms, SLA and performance agreements are met and changes/enhancements/bugs are managed appropriately.

- Proactive evaluation of existing systems on an ongoing basis as well as emerging technology and acting as internal evangelist with regards to vendor and technology selection, adaptation and implementation.

- Support development of RFPs and review proposals to determine buy vs. build solution. Bring in expertise to negotiate contracts with SLAs, performance agreements and incentives/penalties.

- Ensure data design and integrity meets CMSs current and future needs.

- Ensure that all solutions meet security and compliance guidelines and align with DR guidelines.

- Identify risks upfront and manage them effectively, have a risk assessment strategy with contingency/mitigation plans.

- Ensure proper execution of the risk strategy throughout the projects lifecycle. Ensure Risk strategy awareness and training for the relevant employees, project managers, department heads.

- Conducting project status review meetings and tracking of the open points and assigned tasks status.

- Conducting periodic project and process audits.

- Track and report on project portfolio performance, providing real-time, comprehensive, and prioritized view of all projects to senior leadership.

- Provide assistance to maintain and update the project management framework and disciplines necessary to support a PMO. Work with PMO to develop and maintain an

Executive Dashboard for all projects which are running and completed along with analysis historical & real time.

- Relationship building with senior level executive stakeholders.

- Ability to manage in a matrix environment. Good communication around issues and opportunities get things done, make things happen.

- Collaborating with Executive & senior management on client account management and growth.

Experience, Education & General Requirements :

- B Tech or B.Sc Engineering (4 year course) is a must. MBA or MSc in Systems as additional qualification is preferred though not mandatory.

- At least 15-18 years of Information Technology leadership in solutions implementation.

- Majority of this experience should be with Indian clients.

- Experience working with Government departments, government projects execution is an advantage.

- Experience in working with M2M, V2I, IOT architectures is a definite plus.

- Strong/current technical proficiency with applications architecture, frameworks and demonstrable enterprise solutions delivery.

- Strong/Current architecture and demonstrable implementation experience with 100+ crore projects and 100+ people.

- Experience designing, developing, implementing and monitoring adherence to policy, process, procedures and standards. Significant experience managing solution delivery

- Demonstrable Strong project management experience, certification a plus.

- Experience managing outsource vendors and internal staff.

- Extensive service level management experience; at least 4-5 years of working/managing support/FMS functions important.

- Significant appreciation of testing principles, disciplines, tools and environments

- Participated in IT strategic planning and architectural design; established policies and standards; Strong understanding of ITIL or COBIT frameworks; ISO 27001, PMP is important.

- Appreciation of IBM, Microsoft, Oracle Middleware stacks is critical; appreciation of storage architectures is an advantage.

- Business/commercially-focused and results oriented. Strong fiscal focus including budgets, ROI and Cost Benefit Analysis.

- Consultative and client-oriented, a creative problem solver with a collaborative nature.

- Executive Leadership; ability to influence/negotiate with peers and vendors.

- Team building and staff supervision; Professional, decisive with integrity and high ethical standards.

- Excellent oral and written communication; Strong listening skills; Process oriented skills for continuous improvement; Must be a self-starter, proactive and highly organized.