Director of IT Services

8 hours ago

Tiruppur, Tamil Nadu, India beBeeInnovation Full time ₹ 25,00,000 - ₹ 45,00,000
Job Title:

Practice Director - IT Service Management

Overview:

We are seeking an accomplished leader to spearhead our IT Service Management Practice. This senior role demands strategic vision, operational expertise, and leadership acumen.

The Practice Director will be responsible for driving innovation, scaling delivery, and ensuring customer satisfaction within the IT Service Management domain.

Key Responsibilities:
  • Practice Leadership:
    • Develop a comprehensive strategic roadmap for the IT Service Management practice aligned with business objectives.
    • Build, manage, and scale practice capabilities including people, solutions, tools, and processes.
    • Establish technical and delivery excellence within the practice.
    • Enhance the IT Service Management practice through innovative offerings, reusable assets, and capabilities.
    • Oversee practice management with minimal dependency on top management.
  • Business Growth & Customer Success:
    • Collaborate with Sales & Marketing to define and execute go-to-market strategies.
    • Support pre-sales activities including proposals, RFPs/RFIs, and customer presentations.
    • Drive account mining and expansion opportunities within key client accounts.
    • Build and maintain strong relationships with C-level customers.
    • Understand financial KPIs and drive profitability and growth targets.
  • Delivery Oversight:
    • Ensure timely, high-quality, and cost-effective delivery of all projects within the practice.
    • Implement robust governance frameworks, conduct regular reviews, and manage escalations.
    • Define and monitor delivery KPIs and SLAs to ensure consistent performance.
    • Manage services project delivery with a focus on customer satisfaction.
  • Capability Building:
    • Identify future skill requirements and proactively build internal competencies through training, mentoring, and hiring.
    • Collaborate with HR to attract, retain, and develop top talent in IT Service Management.
    • Build a scalable organization supported by strong internal processes and IT systems.
    • Effectively manage the talent pyramid, including skills alignment, attrition control, and resource utilization.
  • Solution Innovation & Thought Leadership:
    • Drive the creation of reusable IP, frameworks, accelerators, and proprietary solutions.
    • Contribute to thought leadership through whitepapers, webinars, and industry events.
    • Stay ahead of emerging market trends, tools, technologies, and competitor strategies.
  • Personal Attributes:
    • Self-motivated, with the ability to work independently and manage complex initiatives.
    • Operates with minimal personal constraints, bringing a solution-focused and resilient mindset.
    • Committed to continuous improvement and innovation in every aspect of practice management.

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