Winfo Solutions - Director - Solution Strategy (15-20 yrs)

Position: Director Solution Services.

Experience: 15+ years of relevant experience in Service Delivery Management.

Location: Hyderabad.

Job Type: Full-time.

Reporting To: Chief Digital Officer.

Key Responsibilities:

- Lead the provision of services from the portfolio of repeatable Solutions, providing guidance and direction to ensure high-quality and customer satisfaction.

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

- Continuous improvement of the service delivery framework ensuring alignment with business objectives and customer needs.

- Implementation of a consistent set of KPIs to monitor and improve performance.

- Experience managing a team to provide a service in line with contracted SLAs,.

- Defining and delivering a clear client communication plan for QBRs, monthly reporting and day to day monitoring.

- Collaborate with the Solutions owners development to enhance the services provided.

- Stay informed of the latest trends and developments in Service Delivery Management, continuously improving processes and tools.

Requirements:

- A minimum of 15+ years of experience in Service Delivery Management, with a strong focus on customer satisfaction.

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

- Experience with service management tools and methodologies.

- Experience with ERP systems, strong preference for candidates with Oracle Cloud Applications expertise.

- Proven leadership and team management skills, with the ability to mentor and develop support staff.

- Excellent problem-solving abilities, with a focus on delivering timely and effective solutions to customers.

- Strong communication skills, capable of effectively interacting with technical and non-technical stakeholders.

Desired Qualifications:

- Bachelor's degree in information technology, Computer Science, or a related field.

- Service Delivery Management qualifications - especially ITIL 4 MP, SL and Master.

- Certifications in Oracle applications and technologies.