Senior Manager - IT Services / Infrastructure Management & Operations Outsourcing Initiative

The resource applying for this position should have around 10-18 years
of experience in IT Infrastructure Operations/Datacenter or Application Support
& Management. Able to Spearhead the IT Services, Infrastructure Management
& Operations Outsourcing initiative. Professional Experience:

Strong Techno-Commercial/ Business Orientation and Cost Sensitive with
ability to balance decisions between Automation/ People & Infrastructure

Strong Leadership/ Team Building/ Decision Making attribute with
excellent communication skills.

Expertise in Defining Process and ensure the implementation within the
Service Delivery Organization; exposure to ITIL Best Practices is necessary .

Technology appreciation in the areas of: o OS – Windows, Unix o Database
– Sybase/ Oracle/ SQL o Management Tools: Servicenow,HP Service Manager
7.x/9.x, BMC o Networks – LAN, WAN will be a plus

Available on 24 x 7 basis in the event of emergencies and should be
contactable after office hours Key Responsibilities:

Enabling smooth transition of new accounts

Customer retention through creation of stickiness.

Expansion of services to fill all gamut’s of infrastructure-increase

Increase penetration into these accounts across all existing
services-increase Depth.

Focus on project opportunities and transformation initiatives

ITIL process definitions and implementation

Automation in service delivery

Creation of reusable service and process components

Resource management


Billing , P&L

Management reporting

Conduct regular in depth service and process audits .

Employee retention, motivation and training

Focus on grooming people from one level to another within select
timelines. Good people management skills handling teams of ~100 people

Value add to customer-YOY in the following areas:

Architecture gap assessment studies

Implementation of new technologies


Reduce business impact during outages

Cost savings through better solutions

Enhance operational efficiencies

Overall SLA management, Customer/employee Satisfaction