Winfo Solutions - Solution Strategy Director - IT Service Delivery (15-17 yrs)

Job Description :

The Director of Solution Services will oversee and lead the delivery of services from the portfolio of repeatable solutions, ensuring excellence in quality and customer satisfaction. The role requires managing the entire support lifecycle, implementing KPIs for performance monitoring, and driving continuous improvement to align service delivery with business goals.

Key Responsibilities :

- Lead the delivery of services from the repeatable solutions portfolio, providing strategic direction and ensuring high customer satisfaction.

- Oversee the entire support lifecycle, from issue identification and troubleshooting to resolution and post-resolution analysis.

- Continuously improve the service delivery framework to ensure alignment with business objectives and evolving customer needs.

- Define and implement consistent KPIs to monitor and enhance service performance.

- Manage a team to deliver services in line with contracted Service Level Agreements (SLAs).

- Develop and deliver a clear client communication plan, including Quarterly Business Reviews (QBRs), monthly reporting, and daily monitoring.

- Collaborate with Solution Owners and development teams to enhance service offerings.

- Stay updated on trends and advancements in Service Delivery Management to refine processes, tools, and methodologies.

Requirements :

Experience :

- Minimum of 15+ years in Service Delivery Management, with a strong emphasis on customer satisfaction.

- Proven experience managing services aligned with SLAs and driving continuous improvement.

- Expertise in ERP systems, with a strong preference for candidates experienced in Oracle Cloud Applications.

Skills :

- In-depth knowledge of Service Delivery Management best practices and KPIs.

- Proficiency in service management tools and methodologies.

- Proven leadership and team management skills, including mentoring and development of support staff.

- Exceptional problem-solving abilities, focusing on timely and effective customer solutions.

- Strong communication skills to interact with both technical and non-technical stakeholders effectively.

Desired Qualifications :

- Bachelor's degree in Information Technology, Computer Science, or a related field.

- Certifications in Service Delivery Management, particularly ITIL 4 Managing Professional, Strategic Leader, or Master.

- Certifications in Oracle applications and technologies are highly preferred