Associate Director-Service Delivery, Mohali

Roles And Responsibilities Service Delivery / Program Management: Drive end-to-end delivery of services to all customers for the region—planning phase to BAU operations. Formal kickoff and onboarding of new programs Delivery Health - All Metrics to Stay Green: Ensure all delivery parameters stay green for all programsCSAT: Achieve highest level of customer satisfaction Stakeholder Management: Manage customer expectations and maintain positive relationships with customers Account Growth&Revenue Recognition: Drive Account Growth as per the yearly target (delivery-led Sales) Service Delivery Governance&Reporting: Participate and drive Weekly, Monthly, and Quarterly Reviews with customer Review and monitor delivery performance metrics and ensure Service Levels are always met Publish delivery performance and metrics (daily, weekly, monthly) Service&Process Improvements Assess customer feedback and use the expertise to establish, improve, and refine services Escalation Management Address all escalations with direct supervision and stakeholder management IT Operations and Service Operations Vendor Management Systems Development / Implementation&Support Transition / Transformation Management Project Initiation, Project Planning&Project Execution Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service Talent Development Team Collaboration and Management / People Management / Resource planning Involved in preparing/reviewing SOW and project plans; participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, and project cost/effort tracker.Decide on the criteria used to judge learner's performance and development assessment instruments. Maintain project documentation and course folders, SLA and PMS. Budgeting, Planning and execution of time-framed activities. Provide platforms and activities that enhance the last mile learning process.Handling creative teams, professional trainers, and vendors for specialized and customized programs. Compilation of feedback of trainings and submission of reports on training impacts. Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibilityManage team performance, productivity, motivation, mentorship and conflicts Flexibility to work in work hours [USA (CST) / EMEA] Skills Required Should possess outstanding working experience of at least 12+ years with a bachelor's or master's degree in Computer Science / IT or other affiliated courses.Strong background in Field Service Delivery and other IT infrastructure services Should have sufficient organizational skills and ability to carry out multiple and intricate tasks. Strong leadership skills and ability to perform a wide range of duties Good Communication and Presentation skills Global Customer handling experienceStrong inter-personal skills, teamwork, self-drive, and a result-oriented approach