ecs siam sdm

a. Managing overall Delivery Operations of all Managed Service Accounts by working closely with the Operations leaders assigned to the accounts b. End-to-end ownership & accountability/responsibility of any escalations about the day-to-day operations c. Accountable for Account billability, profitability, utilization, allocations, along with Hiring & Competency of the group

d. Planning and executing training plans, recruitment drives to support the demand pipeline e. Accountable for onboarding new business, expanding existing accounts, and also deep interaction with Practice f. Managing Operations Leaders directly and being the Skip-level Manager for all Operational resources

g. Maintain in-depth understanding of the overall IT environment of the customer as well as services provided by respective support groups h. Run a service review of respective support groups regularly as per the expected services using SOW – MSR/QBR i. Accountable for overall process adherence and Continual Service Improvement in all in-scope process & ITSM tool areas 3.

Desired Skills: a. SIAM or multi-vendor IT Service Management lead with deep technology exposure b. Strong business relationship management skills while working with multiple support groups, stakeholders, senior management etc., experience with large / complex customer environment in past would be preferred

c. Project Management experience in past is preferred d. ITSM lead experience with at least a team of 100 resources e. Strong customer service orientation

f. Comfortable with and effective using MS Office applications especially Excel & PPT g. Close attention to detail and accuracy h. Deadline driven and result oriented

i. Flexible attitude and ability to interact with a diverse business user community and changing environment