Director - Solution Services

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