General Manager - IT Operations & Delivery
Job Details
Full Job Description
Job Description :
General Manager - IT Operations and Delivery for the location of Delhi.
The ideal candidate would be a Bachelors in Engineering (IT /
CS) and an MBA in Finance / Marketing with 20+ years of
post-qualification experience in managing IT operations and service
delivery, which includes user management, vendor management, contracts
management, managing operations for
network/servers/desktops/applications, process automation et cetera to
ensure operations in the organization run normal.
Some other
key KRAs include :
- Delivery of service commitment and
participate in account plan/strategy Delivery of SLA as per signed
parties
- Head contract management and vendor management and
delivery from them as per the SLAs
- Responsible for various
ISO audits/certifications, Service Quality scores, CSAT scores for all
the stakeholders, IT Budgets, ticketing management for IT and IT
Compliance Portals/ User Feedback/ Corrections for quality
enhancement.
- Responsible for complete ITIL Delivery which
includes all the processes from Incident, Change, Availability,
Release, Problem, Capacity, Availability, IT Service continuity,
Security, Supplier, Service Asset and Configuration, Release and
Service Desk management, ISO 20K & 27K, BCP Compliance, AOP & Budget
compliance
- Responsible for IT staff management; staff job
satisfaction, Low attrition & High Staff morale with higher Employee
Satisfaction scores
- Lead in change control board
meetings
- Ensures seamless communication to stakeholders and
partners from Operations perspective and ensure smooth
operations
- Responsible for IT Service Quality scores and
ensure stakeholders satisfaction