Job Description
Negotiate and finalize service agreement and SOWs. Objectively estimate the work, resources, and cost required for contractual/bid requirements. Manage delivery in line with the contract and service agreement and to the agreed costs and budget to ensure achievement of the agreed margin. Identify and apply appropriate services delivery models to optimize costs. Ensure certainty of outcome through monitoring of budgets, service level performance, service status, quality control measures and management of risks, issues and changes. Identify automation and industrialization ideas to bring efficiency, accuracy and cost reduction in the delivery. Lead transition and transformation activities. Win additional business, penetration in new areas, support business development activities. Identify and drive Digital transformation activities. Develop and document standards, policies, procedures, services plans and key performance metrics that support the continual improvement. Establish and manage strong stakeholder relationships, in line with defined stakeholder management plan for customer, Eco-system partners and supplies. Ensure a culture of proactive continual improvement of service delivery, where the value of the improvement is quantified. Execution of Delivery Commitment and health Reviews at specified times within the delivery life-cycle. Help, engage and participate in both internal and external audits. Managing multicultural/multi-geography teams and Provide timely guidance and feedback. Allocate tasks appropriately and provide the necessary support. Engages business stakeholders (Operations) ensuring processes and procedures are fit for purpose and aligned with other functional teams processes. Mitigating and solving management level escalations timely. Ensuring the end-to-end operation of the initiative that enables all IT supported and integrated business processes of the domain in line with the agreed Hosting services and products (from the creation of one initiative to its decommissioning); Monitoring both insourced and outsourced teams for the deployment of infrastructure required for applications installation; Ensuring the quality of services delivered including service availability, performance, cost and capacity against contractually agreed OLAs, SLAs and KPIs; Ensuring the survey at the end of the service delivery with infrastructure and/or services by performing customer intimacy in order to anticipate and to answer business needs, and ensure continuous improvement; Ensuring all activities on Run - maintenance including incidents, problems, changes, configuration, and event management for example. Work with Teams on Performance Management of Systems. Providing weekly/monthly reporting on the deliveries. Active participation in Audits and Internal Controls. Manage Security Controls for delivery Teams. Prepare planning for Service Continuity Plans and related exercise. Plans and oversees strategic, operational, and administrative programs, projects, and/or services of broad significance to the organization within the designated functional area of focus. Promote a customer-centric business approach.
