Head of SRG Indian Delivery Centre

We are seeking a highly skilled and experienced Technical Lead to oversee the delivery of managed services across a diverse range of technology stacks including Oracle AWS Azure Microsoft applications Data operations PHP Java and opensource technologies. The Technical Lead will also be responsible for managing an ITSM service desk with L1 and L2 support utilizing ServiceNow and monitoring tooling. This role includes ensuring the quality of services provided by the India Delivery Centre as well as managing career and capability development performance management and succession planning for the team.

Roles & Responsibilities

Scoping out work in presales engagements with our customers to understand what we can deliver using the wide Microsoft tech stack experience that the team possesses

Work with Delivery Manager(s) / Portfolio Director(s) / Customer Success Manager / Practice Head as appropriate to agree on strategy for assigned accounts

Input to service design and support for service implementation using Microsoft technologies (Dynamics .Net Power Platform and Sharepoint)

Maintain standards for ISO20000 compliance & best practices across the team

Manage customer escalations issues problems and requirements

Identify and progress the Continual Service Improvement initiative

Manage business risk and knowledge to ensure business continuity

Achieve targets and improvement initiatives for customer satisfaction

Explore and drive opportunities within existing customers for new/additional work

Work with sales to develop new opportunities both with new and existing customers

Technical Leadership:

Provide technical leadership and guidance across multiple technology stacks ensuring best practices and high standards of service delivery.

Oversee the design implementation and maintenance of infrastructure database and application solutions.

Ensure the integration and seamless operation of various technologies within the managed services portfolio.

Service Delivery:

Manage the delivery of managed services to meet or exceed service level agreements (SLAs) and customer expectations.

Oversee the ITSM service desk operations ensuring effective L1 and L2 support.

Utilize ServiceNow for IT service management and Opsview for monitoring and performance management.

Monitor and optimize the performance reliability and security of managed services.

Implement and maintain robust incident and problem management processes.

Career and Capability Development:

Develop and implement career development plans for team members providing mentorship and coaching to support their professional growth.

Identify training needs and facilitate access to relevant training programs and certifications.

Foster a culture of continuous learning and improvement within the team.

Performance Management:

Conduct regular performance reviews and provide constructive feedback to team members.

Set clear performance goals and objectives and monitor progress towards achieving them.

Recognize and reward high performance and address performance issues promptly and effectively.

Succession Planning:

Identify highpotential employees and develop succession plans for key roles within the team.

Ensure knowledge transfer and documentation to support seamless transitions and continuity of service.

Promote diversity and inclusion in succession planning to ensure a broad range of perspectives and ideas.

Quality Assurance:

Establish and maintain quality assurance processes to ensure the highest standards of service delivery.

Conduct regular audits and reviews to identify areas for improvement and implement corrective actions.

Ensure compliance with industry standards and regulatory requirements.

Qualifications :

Qualifications:

Bachelors degree in Computer Science Information Technology or a related field is good to have not mandatory.

10 years experience in managing and delivering managed services across multiple technology stacks including Oracle AWS Azure Microsoft applications Data operations PHP Java and opensource technologies.

Proven track record of technical leadership and team management.

Strong understanding of cloud computing database management application development and data operations.

Experience with ITSM tools (e.g. ServiceNow) and monitoring tools (e.g. Opsview).

Remote Work :

No

Employment Type :

Fulltime