Associate Director

About the Company :Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 1900+ employees, we provide the intimacy of a boutique consultancy with the capabilities of a large IT services firm.

Role: Associate Director Managed Services

Experience: 15- 20 Years

Work Location: Hyderabad

Skills: ITSM, ITIL, Governance, SLA, SRE

Roles and Responsibilities

Lead the Delivery by owning one or more accounts and providing a customer-facing role

Oversee the full delivery for a portfolio of complex projects, ensuring service excellence and client satisfaction

Define and implement a strategy to increase the level of automation in overall service delivery.

Drive the portfolio towards high standards of performance and stability, enhancing end customer experience

Implement strategies to improve client and employee satisfaction, increase CSAT scores and reduce project attrition

Define standards and process frameworks

Identify areas of improvement, automation and shift left opportunities and implement the same

Drive governance calls, implement governance and analytical reports

Analyse performance issues and provide suggestions for tuning

Transform support team to SREs

Should be able to define and drive accelerators

Required Skillset

Should have 15+ years of experience in leading large-scale applications.

Should have 8+ experience in a leadership role within a Managed Services environment

Should have very good understanding of the IT Infrastructure Library (ITIL) framework and various IT Service Management (ITSM) tools available in the marketplace

Should be able to define and drive observability solutions for different applications

Should possess strong expertise in Managed Services, cloud technologies, and emerging tech trends

Should have exposure and good understanding of Open AI

Should be hands on project governance

Should be able to understand and communicate business strategy and drive technology solutions

Should have knowledge on APM tools Splunk, Dynatrace, Quantum metrics, Thousand Eyes etc

Should be able define and derive SLAs, KPIs required for a support project

Should have end to end understanding of a large-scale application (Content tools, Front End Technologies, ERP systems, Backend applications, COTS tools etc)

Should have very good understanding of anyone programming language Java, Python etc

Should be able to drive strategic proposals

Significant experience in implementing automations

Sound experience in introducing and managing monitoring and alerting systems

Demonstrated experience in improving system performance and stability

Proven ability to lead and inspire teams, excellent communication skills, and a strategic mindset