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Operations / Delivery Manager - IT Infrastructure Services for CTS

Cognizant Technology Solutions India Pvt Ltd, Bangalore, Chennai, Pune 810 Yrs
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Candidate should be a graduate / post graduate in any discipline with solid experience in Infrastructure Management Services Delivery Management. Graduation in engineering preferred.

Roles & Responsibilities
1. Good Understanding about India IT Infrastructure services
2. Worked with Indian Clients atleast for 5 to 6 years at managerial level.
3. Lead a vertical and a large team to provide single point ownership for the service delivery in the area of Remote Infrastructure Delivery Management Services for areas such as given below but not limited to:
a) Server Support & Administration, (midrange & mainframe)
b) I/T Security Administration,
c) Storage Management
d) Database Administration
e) Production Control
f) Console Operations / Computer Operations
g) Network services like LAN, WAN and Link related services
h) Desk side support activities
i) Remote location support for specific customers in India
j) Partner service management
4. Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical
5. Participate in the solution development phase of bid life cycle
6. Participate in organizational activities like recruitment
7. Responsible for people management with specific reference to managing the growth and development of the people working in the team.
8. Responsible for the financial parameters of the area he runs through CP, cost of delivery initiatives, pyramid management, people rotation, ELT absorption program, managing operations costs like shift ratio, transport cost
9. Implement performance standards and measurements established by Operations Maturity teams to manage ongoing service delivery and attain delivery efficiency
10. Manage delivery of technical design/proposal preparation and/or approval on change orders
11. Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery
12. Manage issues and risks
13. Responsible for targeted customer satisfaction
14. Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer
15. Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss
16. Own and drive people management processes including career planning, training and certification, rewards and recognition and employee engagement.
17. Able to manage and understand Indian service partner model and work with Partners to deliver IT Infra services
18. Will able to manage and interact with vendors related requirements Eg: Able to interact with Product vendors like IBM, Dell and others.

Experience:
Minimum 8 yrs of which at least 3 years should be as Operations / Delivery Manager for Infrastructure Management Services of a medium or large sized account.

Overseas experience desirable.

Desired Skills:
1. Understanding of IM delivery policies and strategies, as well as financial, human resource, and contractual policies and strategies which influence IM Outsourcing technical solution development.
2. Knowledge of the competition - - the companies, their products/services, strategies, and directions
3. ITIL, 6Sigma, Lean certifications

Management Skills:
1. Skills in conduct of complex technical negotiations, reaching lasting agreements and commitments with team members, customers or consultants.
2. Skills in written and verbal communication.
3. Skills in team building.

Mandatory Skills:
1. Ability to recognize and articulate complex problems related to the project / segment of the project or function.
2. Creativity and judgment in development of multiple solutions related to project objectives utilizing recognized project management techniques.
3. Ability to recognize difficulties with and, if required, challenge the validity of given procedures and processes with a view toward enhancement or improvement.
4. Ability to analyze problems and create solutions involving finance, scheduling, technology, methodology, tools and solution components.

Additional Details
Experience:
8-10 Years
Posted On:
23rd Aug 2011
Career Level
Manager
Career Skills
Operations
Recruitment
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