Job Description
Basic Function:

• This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams.

Responsibilities

Essential Functions:

• Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery – Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
• Business Value Creation – Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Qualifications

Education Requirements:

• Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP

Work Experience Requirements:

• Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)
• Willingness to work in a 24 x 7 environment