Black Box
Location
Bangalore | India
Job description
Primary Roles & Responsibilities:
· Excellent client interfacing skills to convey Black Box’s technical strengths and gain understanding of customer operations · Responsible for fulfillment of contractual obligations/overall completion of deliverables. · Responsible for delivery to agreed service levels, and defines key performance indicators/project milestones. · Leading a team that is driving operations and service excellence by ensuring service standards are met and operational risks are well managed. · Responsible for communication of strategy/ initiatives/high level performance metrics. · Responsible for the management of quality/ business process excellence in sphere of influence. Provides leadership and direction to team within a significant part of the organization or across multiple /large project teams. · Build the right organizational capability and to be able to achieve a broad set of objectives by establishing a high level of service quality to stakeholders and a sustainable operational environment. · Ensure collaboration with the global teams, process owners driving a culture of customer centricity, continuous improvement and service excellence. · Strive to build capabilities on domains such as Cloud, Automation etc.. · Ensure close coordination with Global Sales & solutions engineering teams to build confidence on RMS. Ensure periodic update calls with Global sales & solution engineering teams to make them aware of RMS capabilities & also to understand management directions to RMS. · Demonstrate capabilities to internal (sales & solutions engineering) & customers through various capabilities on RMS around six pillars. · YoY Overall reduction is operational cost by 1% by driving automation, processes efficiencies etc... Knowledge, Skills, Abilities · The role will require high levels of leadership including the ability to see the big picture and communicate the vision of the organization/management · Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind. · Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. · Ability to build processes and systems, Focus on system discipline and detailing · Passionate for delighting customers, Develop and sustain productive customer relationships · Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary. · Undertakes a complex task by breaking it down into manageable parts in a systematic, detailed way. Identifies the information needed to solve a problem effectively · Demonstrates considerable ability in managing multiple activities; excelling within a fast-paced, evolving environment that emphasizes working effectively within tight deadlines. · Ability to understand the qualifications, credentials, and skills of Global service delivery to meet client needs. · Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution. Education / Experience Requirements · Bachelor’s Degree in Information Technology, Business or related; or equivalent experience. · 15+ years’ experience in managing and operating Service Delivery processes; Technology Services or Managed Service Provider industry experience preferred. · Exposure around new technologies such as Cloud, automation. · ITIL v3 Foundations certification required. ITIL v3 Intermediate and PMI certifications, are preferred. Experience of managing customers / accounts in APJ geographies is preferred · Project Management experience, preferred. · Demonstrated experience client facing, influencing and consulting (providing options with pros, cons and risks) cross-functional teams. · Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred. · Service awareness of all organization’s key product and service offerings for which support is being provided. · Proficient in MS Office (Word, Excel, and PowerPoint), Outlook, SharePoint, ERP and related cloud based technology systems.Job tags
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