Role Summary
We are looking for a self‑motivated, well‑rounded IT professional with strong experience managing large, outsourced IT Development and Application Support (ASM) teams within the BFSI (Banking, Financial Services & Insurance) domain.
The role involves end‑to‑end ownership of delivery excellence, customer satisfaction, and financial performance (P&L), while managing multi‑vendor, multi‑geography teams in an onsite-offshore model. The candidate will be responsible for driving operational efficiency, productivity improvement, and service quality across development, transformation, and production support engagements.
Key Responsibilities
Delivery & Operations
- Lead and manage large IT Development and Production Support teams (50+ FTEs) in an onsite-offshore, outsourced delivery model.
- Own delivery excellence parameters, customer satisfaction index, and P&L responsibility for assigned engagements.
- Ensure high service quality and lead service recovery activities in case of delivery or SLA issues.
- Establish and govern operating procedures, delivery frameworks, and work allocation within the span of control.
- Drive continuous improvement through productivity improvement levers to enhance operational efficiency.
Project & Program Management
- Manage projects using Agile (Scrum/Kanban), Waterfall, and Iterative methodologies as per engagement needs.
- Effectively manage fixed‑price engagements, ensuring scope, schedule, cost, and risk are controlled.
- Oversee delivery across development, testing, transformation, and production support tracks.
- Present program status, risks, and mitigation plans to senior client and internal leadership forums.
People & Stakeholder Management
- Lead and manage multi‑ethnic, multi‑geography teams across vendors and client organizations.
- Handle people management responsibilities including onboarding, performance management, planning, and capacity allocation.
- Build strong client relationships with mid and senior‑level stakeholders through proactive communication and governance.
- Demonstrate excellent customer orientation and communication skills.
Domain & Technical Leadership
- Provide leadership across BFSI engagements, with strong exposure to:Retail BankingPaymentsChannelsWealth Management
- Demonstrate strong technical acumen based on prior hands‑on background in:DevelopmentTestingCloud‑based project delivery
- Apply ITIL processes effectively across Application Support and Managed Services engagements.
- Understand IT outsourcing engagement models and commercial constructs.
Business Development Support
- Participate in RFP / Bid processes, including due diligence, solutioning, and transition planning.
- Support engagement transitions, including transition from incumbent vendors where applicable.
Mandatory Requirements
- Experience managing 50+ FTE IT Development and Production Support teams in onsite-offshore models.
- Strong delivery management experience within BFSI, with exposure to Retail Banking and Payments.
- Bachelor's degree in computers sciences or any related discipline
- Proven experience working in multi‑vendor environments.
- Hands‑on project management experience across Agile and traditional delivery methodologies.
- Certification in Project Management practices and Agile Ways of Working.
- Strong background in Development and Testing, enabling effective technical oversight.
- Experience managing delivery in cloud technology environments.
- Demonstrated understanding and implementation of ITIL processes.
- Experience managing fixed‑price engagements with full commercial responsibility.
- Excellent communication, stakeholder management, and presentation skills.
Good to Have
- Prior experience managing transitions, including transitions from incumbent vendors.
- Deep understanding of IT outsourcing commercial and engagement models.
Non‑Technical / Soft Skills
- Strong willingness to learn new technologies and adapt to a corporate environment.
- Outstanding verbal and written communication skills (technical and non‑technical).
- Ability to communicate effectively with mid and senior client stakeholders.
- Strong negotiation, interpersonal, and conflict‑handling skills.
- Ability to present confidently in senior management forums and respond to complex queries.
- Collaborative mindset and strong team‑player attitude.
