Microland Limited
Location
Mumbai | India
Job description
Skills Required
- Service Delivery Management, Program Management, Technical Knowledge on Infra Domain, Financials Management, Budgetting and Forecasting, Accounting Billing, Team Handling, Customer Relationship. Professional Qualification - ITIL / PMP / any other technical qualification Like MCSE, CCNA will be preferred. Below table describe the job's role and responsibility. Role / Responsibility Serve as the primary contact for customer deliveries and concerns in assigned account. Experience in Data Center Operations and Sound Knowledge of any 1 or 2 technologies Experience in End User Operations including Service Desk, Desktop Support, Asset Management and Vendor Management Experience in handling a team of 100+ members directly or in-directly. Experience in handling Datacenter Services which are delivered by internal or remote team in shared services model. Experience in handling PnL of single/multiple accounts with clear focus on revenue, costs, margins, optimization. Work in collaboration with Offsite as well as Onsite Team. Ensure Customer Satisfaction is received, measured, and reported for action taken in timely manner. Achievement of the Project / account margin goals for the year Achievement of the margin goals through various optimization initiatives for the account Monthly profitability Reports to be Validated. Formal documented succession plan for the critical roles in the program Talent management and Improvement (Career Management, People development) Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery. Achievement of formal published Retention Target for the program Any misses - have a formal RCA based fix or a formal SIP initiative associated. Devise & implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits. Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline. Ensure tracking of productivity in a systematic manner and take measure to improve productivity. Formal internal reviews for published plans vs actuals. Ensure account maintains 100% compliance to service & security management processes defined. 100% adherence & implementation to QMS processes defined by organization in accounts. Zero Major NC in Internal and External Audit Value based delivery: - Identify and execute initiatives classified as Value for customer. Demonstrate to customer on the Value delivered to customer through these initiatives. Deliver scope and Services within budget allocated for the Program including small / medium / large sized transformation projects. Ability to understand the project and its requirements, articulate and communicate the same to internal stakeholders. Understanding of Technical Domains like Windows, Database, Storage and Cloud Work closely with other teams like Solutioning and Automation in the Project Deliver Monthly Reviews and Quarterly Reviews in timely FashionJob tags
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