Associate Practice Director

About Company
Empowered By Innovation
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company's consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group's 170-year heritage of building sustainable communities.

Area(s) of responsibility

Role And Key Responsibilities
Service Delivery Leadership:

• Drive digital initiatives to elevate the ES - Service Delivery Organization, focusing on digital experience, speed, scalability, and resilience.
• Champion initiatives under the Digital Roadmap, including Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation.
• Maintain a comprehensive understanding of business objectives, processes, and supporting technology needs.
• Build and nurture relationships with key senior leadership across various functions.
• Ensure high performance in incidents, service requests, and change requests, with accurate reporting.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze organizational and internal processes to create strategies for service delivery optimization.
• Own the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews.
• Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.
• Recommend and implement Service Improvement Plans, ensuring timely completion of actions.
• Ensure seamless releases for various change requests/projects.
• Experience handling projects on SuccessFactors is preferred.

Team Leadership

• Lead and mentor a team of solution architects, project managers, and delivery specialists.
• Foster a collaborative and high-performance team culture.

Project Management

• Oversee the end-to-end project lifecycle, from requirements gathering to implementation and support.
• Develop and maintain project plans, budgets, and timelines.
• Ensure project milestones are met and deliverables meet quality standards.

Internal Stakeholder Engagement

• Build and maintain strong relationships with cross-functional teams, acting as a trusted advisor.
• Collaborate with internal stakeholders and functional SPOCs to develop tailored solutions.

Resource Allocation:

• Assign resources to projects based on skills, availability, and project requirements.
• Monitor resource utilization and make adjustments as needed.

Risk Management

• Identify and mitigate project risks and issues promptly.
• Proactively communicate with clients and internal stakeholders regarding project status and potential challenges.

Quality Assurance

• Implement best practices for quality assurance and quality control in project delivery.
• Conduct regular project reviews to ensure compliance with standards.

Continuous Improvement

• Stay up to date with industry trends and emerging technologies.
• Identify opportunities for process improvements and efficiencies within the delivery team.

Essential job tasks

Qualities And Skills Required

• Experienced Service Management professional in a large-scale and diverse environment with deep knowledge of SAP modules
• Proven experience leading large teams and managing third-party services.
• ITIL Qualified with expert knowledge of ITIL disciplines.
• Passion for Service Improvement.
• Excellent leadership and people management skills, with a willingness to support and mentor junior staff.
• Strong customer-facing/customer service skills and ability to work under pressure to meet deadlines.
• Demonstrated initiative and proactive approach to daily tasks.