Responsibilities include but are not necessarily limited to:

• Lead infrastructure services including (GCP, google workspace services, Azure, On-Prem)
• Service specific Demand Management
• Service Lifecycle Management and reporting (Service Design, Service Level Design, Service Level Requirements, Service Delivery Preparation, Service Development and Service Transition)
• Continuous Service Improvement
• End to End ownership from Financial management, vendor management, roadmap & customer satisfaction perspective for specific end user service components and services.
• Understanding SIAM Framework, and ensuring that all stakeholders (Including Service Providers) understand it and act according to the SIAM framework.
• Financial Management - Budgeting, Forecasting, Invoicing, Recharging.
• Operations Management - Participates in Incidents, Major Incidents, Service Requests, Problem Management as required related to End user services in scope.
• Communicates with Customer to understand service requirements and aligns service with business needs
• Coordinates and leads customer’s suppliers to follow and improve the performance within acceptable costs and contract limitations.
• Co-operates – as part of the customer specific Service Management Office – with other Service Managers
• Collaborates with Customer specific Service Management Office staff especially in the areas of Financial Management, Operations Management, License Management.

We expect you to have:

• 10+ years of overall IT industry experience
• 8+ years of relevant working experience of multi-location and multi supplier environment in end user Services and Infrastructure services.
• Experience in Service Integration and Management (SIAM)
• 5+ years' experience in Leadership role in delivery management
• Deep understanding for Infrastructure services and technologies like (GCP, Azure Cloud, hosting and capacity, AD, Network etc.)
• Infrastructure technical knowledge to handle critical incident, to evaluate Supplier proposals and estimations, and able to converse in Technical terminologies.
• Project management experience is an added advantage.
• Excellent communication skills - written and verbal.
• Ability to work effectively in multi supplier / collaborative environment. Ability to understand and improve the process continuously.
• Ability to work with multi location and multi supplier operations, Excellent leadership skills to lead multi cultured multi location teams.
• Strong negotiation and influencing skills. Ability to think and act in stable manner during emergency situations. Ability to involve people from all the suppliers to get coordination and cooperation all the time.
• Ability to handle ambiguities & uncertainties and pave the way through it to bring more clarity.

As a person you are:

• Proactive and professional in your work
• Leadership skills, Self-motivated person, having sense of ownership, responsibility and objectivity, getting things done attitude.
• Able to see the big picture without forgetting details and capable to communicate it clearly
• Honest & ethical
• Independent but also a good team player, who is willing to work in multi-cultural set up
• Willing to learn and grow & work in a highly complex environment
• Worked in multi-cultural set up
• Proactive in your work & Customer oriented
• Clear in your thoughts and communication.
• Good team player, attention to detail and ability to work well with others