Delivery Leader

2 months ago

india Microland Limited Full time

Role Overview:


A Senior Industry leader from IT Infrastructure domain. The purpose of this role is to have a leader to manage the Delivery Life Cycle Management, provide leadership for the next stage of Company’s growth and transformation, including building and strengthening Company’s digital platform. You would be responsible for ensuring the efficient and effective operation of the IT infrastructure, overseeing service delivery processes, and leading a team of professionals..


Responsibilities:

  • Service Delivery Management: You would be responsible for managing the end-to-end delivery of IT infrastructure services to meet the needs of the business. This includes ensuring service level agreements (SLAs) are met, monitoring service performance, and implementing service improvement initiatives.
  • Team Leadership: You would lead a team of IT professionals responsible for service delivery. This involves providing guidance, support, and mentorship to team members, managing workload and resources, and fostering a collaborative and high-performing team culture.
  • Relationship Management: Building and maintaining strong relationships with stakeholders, including business leaders, clients, and other IT teams, is crucial. You would collaborate closely with these stakeholders to understand their requirements, address their concerns, and ensure service alignment with business goals.
  • Incident and Problem Management: You would oversee the incident and problem management processes to ensure timely resolution of issues impacting IT infrastructure services. This includes coordinating with support teams, conducting root cause analysis, and implementing preventive measures.
  • Change and Release Management: You would be responsible for overseeing change and release management processes to minimize disruptions and ensure smooth deployment of IT infrastructure changes. This involves assessing the impact of changes, coordinating with various teams, and managing communication and documentation.
  • Service Improvement: Continuously identifying opportunities for service improvement is essential. You would analyze service performance metrics, gather feedback from stakeholders, and drive initiatives to enhance service quality, efficiency, and customer satisfaction.
  • Vendor Management: If your organization relies on external vendors for IT infrastructure services, you may be responsible for managing vendor relationships. This includes contract negotiations, performance monitoring, and ensuring compliance with service level agreements.
  • Risk and Compliance: Maintaining a secure and compliant IT infrastructure is crucial. You would work closely with security and compliance teams to identify and mitigate risks, adhere to regulatory requirements, and implement appropriate controls.
  • Achievement of the Unit/account margin goals for the year
  • Achievement of the margin goals through various optimization initiatives for the account
  • Monthly Accounts profitability Reports published by finance
  • Formal documented succession plan for the critical roles in the program
  • Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery
  • Achievement of formal published G&O for the program as agreed and tracked through customer governance
  • Any misses to have a formal RCA based fix or a formal SIP initiative associated productivity and Service Excellence:
  • Devise & implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits
  • Ensure account maintains 100% compliance to service & security management processes defined.
  • 100% adherence & implementation to QMS processes defined by organization in accounts.
  • Zero Major NC in Internal and External Audit
  • Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
  • Value based delivery:
  • Identify and execute initiatives classified as Value for customer
  • Demonstrate to customer on the Value delivered to customer through these initiatives
  • Ensure documentation of the projects and share the same with SEPG team


Technical Skills

  • Proven track record with a minimum of 15+ years in IT infrastructure delivery and execution background.
  • Proven track record in managing and executing complex projects
  • Strong Individual experience and expertise in a specific domain in driving transformational projects for multiple clients in a global context and shared service models.
  • Should have prior experience in managing a shared services model.


Basic Qualification:

  • Bachelor’s degree in Computer Science or equivalent experience.
  • Graduate degrees and advanced certifications valuable. Masters are desirable


  • Overall, as an IT Infrastructure Service Delivery Leader, your role would focus on ensuring the smooth delivery of IT infrastructure services in the US Geo, while driving continuous improvement, fostering collaboration, and maintaining strong relationships with stakeholders.

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