Managed Services Practice Lead

Job Description While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth. If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi Role: Managed Services Practice Lead Experience Level: 12+ Years Work location:Mumbai/ Bangalore/ Trivandrum (Hybrid) Job Description : As the Service Practice Lead for Managed Services, you will be the leader behind our operational excellence, responsible for establishing robust processes, ensuring unwavering adherence to KPIs, and flawlessly executing deliverables. This pivotal role demands a strong leader with a proven track record in people management, capable of guiding a team of engineers and business analysts to build and manage solutions that enhance business efficiency and elevate customer experience across all programs. Your expertise in program management, cross group collaboration, and a relentless focus on successful delivery, SLA management, and change management will be critical in shaping the future of our managed services segment. Qualifications: - 12+ years of progressive experience in IT Service Management (ITSM), with deep expertise in Service Delivery, Major Incident Management (MIM), Problem Management, and Change Management. - Proven leadership in running and optimizing the Major Incident Management (MIM) process, effectively coordinating across diverse internal and third party stakeholders in fast paced IT delivery environments. - Demonstrated ability to effectively manage bridge calls for issue triaging and resolution, ensuring rapid service restoration and minimal disruption for high priority applications. - Extensive hands on experience with ITSM tools (e.g., ServiceNow, Remedy, CARS) and project management platforms like JIRA. - Strong track record of supervising and successfully delivering multiple complex IT delivery and support projects. - Exceptional leadership and people management skills, with proven experience in handling large teams, managing multiple shift timings, and scaling operations effectively. - Excellent communication, interpersonal, and stakeholder management skills, capable of influencing and collaborating effectively at all levels. - Highly analytical with strong problem solving capabilities, keen attention to detail, and a collaborative team player mindset. - Demonstrated ability to perform effectively under pressure and within strict deadlines, while maintaining a high degree of accuracy and quality. - Proactive and self motivated, with the ability to work independently and take initiative to drive results. - Deep understanding and practical experience in managing Incident, Problem, Change, and Release Management processes, including service restoration and supporting critical applications. - Strong knowledge of industry best practices (e.g., ITIL) and proven experience in standardizing and enforcing these practices across an organization. - Understanding of SDLC, Agile & DevOps principles, and familiarity with various Project Management methodologies. - Proficiency in creating comprehensive dashboards and reports to visualize performance metrics and drive data driven decisions. - Well versed in G Suite for collaborative work and communication. Job Responsibilities: - Strategic Service Setup & Process Optimization: - Lead the design, implementation, and continuous improvement of robust managed services processes, methodologies, and best practices. - Establish clear operational frameworks, workflows, and documentation to ensure consistent and high quality service delivery. - Identify and implement automation opportunities to streamline operations and improve efficiency. - Own the complete SDLC of our product(s) by managing the solutioning, engineering, testing, release, and maintenance aspects within the managed services context. - Incident & Problem Management Leadership: - Assess the business impact and urgency of incidents (P0/P1/P2), plan, and liaise closely for swift issue resolution. - Clearly communicate the status of critical incidents with all integrated application owners and stakeholders. - Manage the process of service restoration/impact reduction, escalate as appropriate, and act as an escalation point for all environment issues. - Take control of unallocated incidents (e.g., grey space) to ensure no issue goes unaddressed. - Project & Delivery Management: - Ensure projects are progressing as per schedule with minimal hiccups, proactively identifying and mitigating risks. - Organize and facilitate project planning, daily stand up meetings, reviews, retrospectives, sprint and release planning, demos, and other Scrum related meetings. - Adapt project plans, schedules, and resource assignments for round the clock availability as required throughout projects to respond to emerging requirements and risks. - Supervise multiple delivery and support projects, ensuring adherence to scope, budget, and timelines. - Team Leadership & People Management: - Direct, lead, and motivate a high performing team of engineers and business analysts, fostering a culture of accountability, collaboration, and continuous learning. - Impart continuous on job training to accomplish greater operational effectiveness and ideate for continuous improvement. - Work with HR and Product teams to ensure the requisite number of resources are available and the training plan is aligned with service needs. - Manage resource allocation and workload distribution to optimize team productivity and meet service demands, including handling large teams across multiple shift timings and scaling operations. - Stakeholder Collaboration & Communication: - Develop strong working relationships with delivery teams and liaise closely with various IT support functions (Access Management, Server Admin, Production support, Monitoring, Security, Infra, Network team, Change Implementation, etc.). - Collaborate independently with cross functional teams (Dev, SIT, Production Support, Deployment, Change Management, Release Management, etc.) to find resolutions to problems within agreed SLAs. - Assist with internal and external communication, improving transparency, and ensuring versioned documentation is accessible and readable to various stakeholders. - Performance Monitoring & Reporting: - Compile, analyze, and report statistical data/reports and trends related to service level and operational effectiveness to senior management on a weekly/daily basis. - Measure, Monitor, and Report Customer Satisfaction, actively seeking feedback for improvement. - Ensure optimum billability and prevent plugin revenue leakage, contributing to financial health. - Continuous Improvement & Quality Assurance: - Recommend improvements, enhance code quality, and assist in changes to best practices across the organization. - Champion a culture of continuous improvement, regularly reviewing processes, tools, and technologies to enhance service delivery. - Key Performance Indicators (KPIs) You'll Drive: - Incident Resolution Time (MTTR - Mean Time To Resolve): Average time taken to resolve incidents, broken down by priority (P0/P1/P2). - Incident Response Time: Time taken for initial response to incidents. - Problem Resolution Time: Average time taken to resolve underlying problems. - Change Success Rate: Percentage of changes implemented without causing incidents or rollbacks. - Availability/Uptime: Percentage of time services are operational and accessible. - First Call Resolution (FCR): Percentage of incidents resolved on the first interaction. - Backlog Management: Number of open incidents, problems, or service requests. - Repeat Incidents: Number of recurring incidents for the same issue. - Process Compliance: Adherence to defined ITIL/ITSM processes. - Automation Rate: Percentage of tasks or processes automated. - Customer Satisfaction & Experience: - Customer Satisfaction (CSAT) Score: Measured through surveys and feedback. - Net Promoter Score (NPS): Likelihood of customers recommending the service. - Financial & Resource Management: - Resource Utilization/Billability: Percentage of time resources are actively engaged in billable or productive work. - Revenue Leakage Prevention: Metrics related to preventing unbilled work or lost revenue. - Training & Development Hours: Investment in team skill enhancement. - Project & Delivery Health: - On Time Project Delivery Rate: Percentage of projects completed within schedule. - Project Budget Adherence: Projects delivered within the allocated budget. - Defect Density: Number of defects found per unit of code or functionality.