Industry Principal-Infrastructure Services

Job Description

Below are the areas of responsibility:

* Reviews and provide inputs to Account plans specific to delivery capabilities, execution of the delivery plan as given in the account plan, Provide account level as well as DU level inputs to the operations team for the Unit business planning exercise in order to make business plan more relevant and close to reality

* Work with CSG in understanding the current business challenges of the customer and identify potential business opportunities. Guide the team in pursuing these opportunities and provide the required support to CSG in order to meet the revenue targets

* Lead large proposals, provide guidance, review (mainly solution, estimation, financial modeling, project plan and risks), and approve proposals on the system in order to ensure a win-win proposition for both customers.

* Review and provide delivery inputs on Master Services Agreement with customers, Review and approve Statement of Work (SOW) in order to complete contractual requirements of work

* Sign off on the project scope document for projects to ensure proper scoping of the project and reduction of risks

* Review and ensure correctness of estimates for all projects, final executive sign off on all the estimates for new projects as well as for ongoing projects in order to reduce risk and ensure successful delivery of the projects

* Review the project level resource plan, consolidate and prepare resource plan for the Delivery Unit including people, space and infrastructure

* Review the project schedule to reduce delivery risk and ensure successful execution

* Define the quality goals for the Delivery unit, review project level data and take corrective action to comply with the quality goals.

Focus on continuous service improvements to ensure high quality delivery and optimize the resources

* Conduct regular risk assessment of projects and mitigation planning

* Review the transition plan and closely track all transitions to get into steady state as agreed with the client

* Provide Delivery Governance and be the escalation point for all project issues, conduct regular reviews and provide sign offs for projects on milestone/ metric reports to track the project performance against goals. Suggest corrective action to ensure successful delivery of projects

* Allocation of people to projects, understand the aspirations of employees and work with employees on their career path, plan and mentor employees on their competency development, implement performance management as per organizational guidelines, provide inputs on C&B for employees, Establish R&R mechanism within the Delivery Unit, do team building and motivation, review and take corrective action to comply with company HR processes

* Build formal and informal client relationships, analyze CSAT feedback and take corrective actions in order to achieve high customer satisfaction

* Continuously enhance self-competency and competency of the team based on industry trend

Requirements:

A professional degree like B. E, MBA or Masters CS degree from a reputed school with 18+ years of experience in IT Project Delivery

Should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

Need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.

Demonstrated knowledge of Infrastructure service delivery to include availability, reliability, security, administration and management, capacity planning, life-cycle management, roadmap, inventories, etc

15+ years of appropriate experience supporting IT infrastructure and service delivery,

Good understanding of Server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.

Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications

Should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.

Should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.

Strong interpersonal and communication skills to build and maintain relationships with clients. Should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

Experience building and managing multi-level teams (i.e., a manager of managers)

Should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment