18+ years of experience of Delivery Management Experience
10+ years of experience in managing multi million dollars program in Managed Services
Strong leadership, negotiating, presentation and communication skills
Experience in the management of multi-discipline teams in distributed locations.
Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management
Service delivery background in Infrastructure Management
Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
Able to pre-empt problems before they arise
Plan effectively for future activities and manage unplanned events in a controlled manner;
Experience in dealing with client contacts at a senior level;
Use of ITIL service management framework to deliver best practice capabilities
Proven ability to deliver improvements
Quality oriented in all aspects of delivery
Customer service focus
SLA management Operation interaction with technologies Lead / Service Owner
Ensure all Critical and Key Service Level are achieved and exceeded
Own and drive customer escalation to logical closure
Employee satisfaction - Employee retention, motivation and training
Work closely with offshore counterpart for service Delivery
Conduct regular in depth service and process audits.
Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Initiate and drive service improvement initiative
Drive Sev1 outages and resolution.
Identify opportunity for automatio n initiatives, document SOP etc.
Tata Consultancy Services