Senior Director - Service Delivery

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

• Primary -> Functional | Business Management / CXO | IT Strategy and Planning | 5 - Expert
• Primary -> Functional | Business Management / CXO | Business Planning and Strategy | 5 - Expert
• Secondary -> Functional | IT Operations Management | Business Relationship Management | 5 - Expert
• Secondary -> Functional | Financial Planning and Analysis | Opex Budgeting | 5 - Expert
• Tertiary -> Functional | Organization Change and Development | Organization Restructure | 5 - Expert
• Tertiary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert
• Tertiary -> Behavioral | Microland Skills | Microland First | 5 - Expert

Certification :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

• 1. Achievement of the Unit / account margin goals for the year
  • - Achievement of the margin goals through various optimization initiatives for the account
  • - Monthly Accounts profitability Reports published by finance
• 2. Revenue Goals: Achievement of the Unit / account revenue goals for the year
• 3. Formal documented succession plan for the critical roles in the program
• 4. Talent management and Improvement
• 5. Succession plan - formal documented plan for all critical roles / people
• 6. WMG, HR L & D Dashboard
• 7. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery
• 8. Achievement of formal published GO for the program as agreed and tracked through customer governance
• 9. Any misses to have a formal RCA based fix or a formal SIP initiative associated
• 10. Productivity and Service Excellence:
  • - Devise implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits
  • - Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline
  • - Ensure tracking of productivity in a systematic manner and take measure to improve productivity
  • - Formal internal reviews for published plans vs actuals
• 11. QMS / IMS Goals:
  • - Ensure account maintains 100% compliance to service security management processes defined.
  • - 100% adherence implementation to QMS processes defined by organization in accounts.
  • - Zero Major NC in Internal and External Audit
  • - Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.
• 23. Value based delivery:
  • - Identify and execute initiatives classified as Value for customer
  • - Demonstrate to customer on the Value delivered to customer through these initiatives
  • - Ensure documentation of the projects and share the same with SEPG team

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