Operations Director

IN-KA-Bangalore
Job ID
2017-2012
# of Openings
1
Category
Management

Overview

The ideal individual in this role will bring to the table a near-perfect blend of governance and management acumen, business savvy, technical aptitude, an unparalleled drive and work ethic, and a sense of personal entrepreneurship in meeting new challenges on a daily basis. The individual in this role will have the opportunity to form and manage relationships with several Fortune 100 / Global 100 solution partners, as well as interact with senior-level technologists and executives across dozens of Fortune 1000 / Global 2000 business. Professionalism and polish is the hallmark of success for this individual.

You will be responsible for local governance of a portfolio of accounts and the ongoing oversight of all operations activities as well as program management of those accounts, ensuring high levels of customer satisfaction through excellent service delivery. These activities include leading weekly status calls, technical support review meetings, quarterly executive presentations as well as day-to-day operational leadership and guidance. The Operations Director will be responsible for ensuring that all local staff are operating efficiently and that all account and project engagements under their purview are receiving optimal support and customer satisfaction is maintained at industry leading levels.

Responsibilities

  • Provide local governance and leadership of key, high-profile Global Fortune 1000 partner/client relationships.
  • Ensure absolute quality standards of technical & business service delivery
  • Oversee Indian service delivery team and their portfolio of accounts.
  • Oversee Indian operations resources (system administrators, database administrators, network managers, application support specialists, etc.)
  • Advocate client service requirements and “outside in” perspective.
  • Through expert understanding of IPsoft service delivery, advocate IPsoft’s services and solutions to our client account portfolio.
  • Ensure that the Engagement Managers are providing the necessary liaison between customers, IPsoft business executives, and technical subject matter experts to ensure consistent communications and quality service delivery.
  • Participate in internal & customer-facing conference calls, demonstrations, and presentations in conjunction with partner resources
  • Support direct management in other business and operational development initiatives, as required.
  • Ensure that service transition is providing optimal service to our customers and delivering to our operations.
  • Be the local extension of our transition management team ensuring adherence to global standards and best utilization of global and local resources.
  • Ensure that Project Scope is implemented as agreed in sold engagements pushing the internal organization towards standard delivery minimizing any customer uniqueness.
  • Ensure that global staff, working on local customer engagements follow the same highest standards as the local team.
  • Command workforce for IPsoft in India.

Qualifications

Job Requirements:

  • Bachelor’s degree in Computer Science, Information Management, or similar field (business-oriented technical degrees given special consideration and technical / business dual majors given most-favoured status)
  • Minimum of 5-6 years hands-on technical Operations experience in one or more domains required
  • Minimum of 1-2 years in a business-oriented role, such as Operations Manager or Operations Director
  • Must have managed disparate teams of at least 30 across multiple countries
  • Flawless oral and written communication skills a must
  • Strong organizational skills required
  • In-depth experience and knowledge of business-driven technology solutions required
  • Experience in Managed Services strongly preferred

 
Functional knowledge of the below domains, with expertise in at least two, required. Special consideration for generalist technology backgrounds:

  • Data Networking
  • Storage Management
  • UNIX Systems Administration (Solaris, Linux, AIX, etc.)
  • Windows Administration
  • Messaging Platforms
  • Database Administration / Architecture
  • Application Programming/Management
  • Datacentre management
  • IP Telephony
  • Technology Management Standards, such as ITIL, ISO, eSCM
  • Process methodologies highly desired (Six Sigma, Prince2, PMBOK)
  • Network & System Security
  • Technology Business Management Principles

 

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