To oversee the operations and ensures alignment with business objectives of the organization
Description:
Ensures Service-Level Agreements (SLAs) are met
Ensures the staffing model, resource plan and budgetary allocations are designed to achieve key service delivery metrics; ensures that the same are communicated effectively both externally & internally to facilitate business model compliance
Works with management team to drive continuous improvement
Responds and resolves issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness
Supports marketing & client relationship team in sourcing new business from clients
Strategizes and implements plans based on performance of the process, business targets, process management, training requirements and operations planning
Establishes and develops strategies to achieve operational growth as per organizational directives in order to maximize profitability and client satisfaction
Represents the process or the business at client or industry forums as and when required
Assists management with performance management and career development activities
Ensures business intelligence (market trends, technology watch and strategic surveillance)
Postgraduate degree in IT related field
At least 10 years of relevant experience including a senior management position