Key Responsibilities:
1. Strategic Service Delivery & Client Relationship Management:
- Develop and execute comprehensive service delivery strategies aligned with client business objectives and company growth targets.
- Act as the primary escalation point for critical service delivery issues, ensuring rapid resolution and effective communication with stakeholders, including C-level executives.
- Build and nurture strong, long-term relationships with key clients, understanding their evolving needs and proactively identifying opportunities for service expansion and enhancement.
- Conduct regular service reviews, present performance reports (SLAs, KPIs), and drive continuous improvement initiatives based on client feedback and operational data.
- Negotiate and manage service level agreements (SLAs) and operational level agreements (OLAs) with internal teams and external vendors.
2. Technical Leadership & Platform Oversight:
- Provide expert guidance and strategic oversight for the operation and optimization of diverse data and security platforms, including:
- Lead the secure and efficient operation of data technologies, ensuring stringent data segregation and one-way data transfer capabilities.
- Oversee the effective deployment, management, and utilization of SIEM platforms and data visualization tools for security monitoring, threat detection, and operational insights.
- Ensure optimal performance and availability of critical applications through effective use of APM tools, proactive identification of bottlenecks, and incident resolution.
- Manage and optimize service delivery and ensure robust performance of hybrid infrastructure.
- Oversee the operational aspects of data lakes, ensuring data ingestion, storage, processing, and accessibility for analytics and reporting.
- Stay abreast of emerging technologies, industry trends, and best practices in data security, infrastructure, and cloud computing to drive innovation and maintain a competitive edge.
- Collaborate with architecture, engineering, and product teams to translate technical requirements into actionable service delivery plans.
3. Operational Excellence & Process Improvement:
- Oversee the end-to-end service lifecycle, including incident management, problem management, change management, request fulfillment, and configuration management, adhering to ITIL frameworks.
- Implement and enforce quality assurance processes to ensure the reliability, performance, and security of delivered services.
- Develop, refine, and enforce robust operational procedures and policies to ensure consistent service delivery and compliance with relevant regulations and security standards.
- Drive automation initiatives to enhance efficiency, reduce manual effort, and improve service quality.
- Manage service delivery budgets, identify cost optimization opportunities, and ensure financial accountability.
4. Team Leadership & Development:
- Lead, mentor, and inspire a high-performing team of Service Delivery Managers, technical leads, and support staff.
- Foster a culture of accountability, collaboration, continuous learning, and customer-centricity within the team.
- Conduct performance reviews, provide regular feedback, and identify professional development opportunities for team members.
- Oversee resource allocation, workforce planning, and talent acquisition to ensure adequate staffing and skill sets for current and future service demands.
5. Financial Management:
- Contribute to the development and management of service delivery budgets.
- Monitor and control costs, identifying opportunities for optimization.
- Track and report on key performance indicators (KPIs) related to service delivery.
. Manage the budget for the IT services delivery department, ensuring cost-effectiveness and maximizing ROI for client projects.
. Contribute to financial forecasting, resource planning, and pricing strategies for delivery services.
. Identify opportunities for cost optimization while maintaining service quality.
Qualifications:
Required Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. Master's degree is a plus.
- Experience:
- Minimum of 10-15 years of progressive experience in IT service delivery, with at least 5 years in a senior leadership role (e.g., Service Delivery Director, Head of Operations).
- Proven experience working in a System Integrator (SI) environment is essential, demonstrating a strong understanding of the SI business model, client engagement, and project delivery in a multi-client context.
- Extensive experience with system (on prem private and hybrid cloud) implementations, managing complex projects from conception to delivery.
- Experience managing large, complex IT integrated environments.
- Demonstrated experience in managing and mentoring technical teams.
- Technical Skills:
- In-depth knowledge of cloud platforms (AWS, Azure, Google Cloud) and experience with cloud-native development and migration strategies.
- Experience with various enterprise observability platforms (e.g., Elastic, Splunk , ServiceNow , BMC) and their integration.
- Familiarity with database management systems, data integration tools, and API management.
- Understanding of DevOps practices, CI/CD pipelines, and automation tools.
- Knowledge of cybersecurity principles and practices relevant to application development.
Certifications and Qualifications:
- ITIL v4 Foundation (required)
- ITIL v4 Managing Professional (preferred)
- Cloud certifications (AWS, Azure or GCP) are highly desirable
- Project Management certifications (PMP) are a plus
- Relevant certifications (e.g., PMP, Scrum Master, ITIL, Cloud Certifications).
- Experience with specific industry verticals relevant to the SI's focus (e.g., Finance,Healthcare, Government, Manufacturing).
- Experience with AI/ML integration into applications.
Working Conditions:
- Primarily office-based, with occasional travel to client sites or conferences as required.
- May require working extended hours to meet project deadlines or address urgent client needs.
Additional Desirable Qualifications:
- Experience in AIOPs
- Experience in Data/Log Analytics
- Experience in Container Platform
- Experience with Agile Methodologies
- Knowledge of IT governance and compliance frameworks (e.g., IM8, CIS , ISO 27001, NIST)
