The SDD role is a critical role in our organization. This is an ideal opportunity for someone who is motivated by an opportunity to participate in an organization's regionalization approach to end user support and infrastructure. We are looking for an individual who has the technical skills and intellectual capability to lead through this change and has the drive and desire to grow with a business. Critical for success is the ability to oversee the support of global site teams, systems, infrastructure and end user support.
Essential Duties and Responsibilities
SDD will be managing team of 700+ globally. This team will constitute from tracks like Microsoft Platform services, Identity access management, Service Now, Intune, Service desk, Deskside services Budgeting & P&L Experience - Managing Capex & Opex, manage the P&L of 100+mn portfolio and ensuring that the revenue and margin and in line with the budgeted numbers Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self. Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc Lead and manage large Transition & Transformation within End User Services Domain Liaise with the customer executive at the CXO level and CIO level and participate in the IT roadmap journey Guide the Centre of Excellence team to deliver and meet customer transformation journey on Microsoft and Identity Access management platforms ` Conducting weekly and monthly meeting with the internal regional heads Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same SLA Measurement, Reporting & Adherence - 5 Nines Strong Capabilities on Handling deliverables responsibility Vision & Goal Setting abilities with Orientation on details to achieving the same Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures Identifying improvement areas & implementing measures to maximize customer satisfaction levels Periodic evolution of SLA metrics and Audits Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20/27 K Certifications etc. 3rd Party Vendor Management & Contract Negotiation
Skills & Experience.
Ensure and develop relationship with customers, stakeholders with high satisfaction level Liaison between business leaders and senior management to drive program/projects budget at strategic level Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies Working with the client and operations teams to identify and manage service improvement activities Removing all obstacles to customer satisfaction and/or financial performance
Skills and Abilities
The SDD profile will be a senior profile will need to manage end to end Service-Now, O365, Microsoft Technologies, Field Services, Service Desk, IP Telephony, Windows Platform, Intune and Identity Access management Ability to interact with CIO/Infrastructure director Strong understanding of ITIL framework, Information Security, Microsoft Platform Services Preferably 15+ years plus of Industry experience with managing a team of over 100 resources. Atleast 10+ years of EUC experience Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system. Strong hold on Financial planning and P&L
BS degree in Computer Science, Engineering or Information Technology or equivalent. Minimum of 10 years of experience in a manager role of global teams with scale of 500+ Flexible working hours as the team is global - APAC, US, UK hours Demonstrated success with unit-based application planning and development, project management and policy development. Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills. Excellent knowledge of product life cycle, tools, processes and operations planning. Excellent customer service capabilities and attitude. Must be able to travel as needed, sometimes as much as 25%