Director - Wts

Company Description WNS Holdings Limited NYSE WNS is a leading Business Process Management BPM company We combine our deep industry knowledge with technology and analytics expertise to co-create innovative digital-led transformational solutions with clients across 10 industries We enable businesses in Travel Insurance Banking and Financial Services Manufacturing Retail and Consumer Packaged Goods Shipping and Logistics Healthcare and Utilities to re-imagine their digital future and transform their outcomes with operational excellence We deliver an entire spectrum of BPM services in finance and accounting procurement customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client We co-create and execute the future vision of 400 clients with the help of our 44 000 employees Manage end-to-end 24X7 ServiceDesk portfolio supporting multiple accounts and multiple applications contribute to the planning of application releases and configuration changeso Expert in stakeholder management client relationship managemento Ensure defining and meeting exceeding Service levels o Responsible for Growth and P L and margins for the account negotiating contracts Responsible for onsite offshore team performance o The ability to build a cohesive team and to manage people effectively o Have the ability for Setting up the Learning Development plans for the teamo Manage Client relationship at VP director levelo Ensure the timely and successful delivery of L1 support according to customer needs and objectiveso Clearly communicate the progress of monthly quarterly initiatives to internal and external stakeholderso Develop new business with existing clients and or identify areas of improvement and strategies to allow Application Support to manage resultant problemso Forecast and track key account metrics and Prepare reports on account status and present them to internal and client stakeholderso Own coach and develop a team of support analyst and managers provide thought leadership and guidance to reporting outputs coaching them on incident management processo Drives the Risk management and SLA adherenceo Identify ways to improve the customer support experience throughout the lifecycle of a ticketo Lead and prioritize the Application Support team s work loado Manage and Own the Problem Management Processo Provide technical leadership 2nd 3rd line Application Support on complex internally and externally developed applications and input to the implementation backup and roll-back planso Ensure there are robust procedures and processes within the application support functiono Follow appropriate departmental and company procedures and policies i e change control security and auditing release configuration problem and incident management Qualifications Overall Experience of 18 to 25 year in ITo Minimum of 10 to 12 years experience in managing L1 Application support teams Incident management ITIL Service Delivery and Support preferably with a formal ITIL qualification or their equivalents outside of the ITIL framework o Demonstrable ability to communicate present and influence key stakeholders at all levels of an organization including executive and C-levelo Experience setting up and managing Managed services team o Should have experience in Servicenow or similar toolso Should have experience working with customers and setting up and refining the process for incident management teamso Strong communication skills at senior management internally and externallyo Experience delivering client-focused solutions to customer needso Proven ability to juggle multiple account management projects at a time while maintaining sharp attention to detailo Negotiation skills and ability to frame the product value proposition to customers partnerso Demonstrated history of leadership managing teams and projectso Experience guiding the team to work on creation of SOP and KEDB and improvise the incident management process