Workplace Services Leader

Senior Workplace Services Leader

Experience:16+ yrs

Location : Mumbai / Delhi

Profile Summary

We are looking for a dynamic, self-motivated individual with experience in providing strategic & operational leadership to the WPS delivery operations.

The Director Operations will be responsible for overall delivery responsibility of the Workplaces Services service line.

The ideal candidate will also have experience in managing the Run Operations, P&L, client relationship and managing project deliverables under high pressure and within deadlines. He / She must be well versed with Service Delivery, Service Support (ITIL framework / Foundation). (Experience in creating & implementing innovative Workplace solutions in the areas End User Services, Unified Messaging and Collaboration, Infrastructure applications, etc., is essential).

Job Description

  • Drive the Run Operations - responsible for revenue growth, contribution margin, Onsite-offshore ratios, revenue recognition and recovery in line with organizational goals.
  • Should be customer facing, SPOC for regional leads and end client, managing exceptions and expectations
  • Responsible for delivery of multiple client projects in terms of meeting the defined SLAs, process management and service improvement.
  • Bridge between Vendors, change owners and other stake holders.
  • Responsible for people management including effective utilization, bench management, monitoring talent pipeline, ongoing training, skill building and career growth across onsite & offshore
  • Responsible for contract management including SLAs, Terms and conditions

    Required Skills:

  • Graduate/Post Graduate with 15+ years of relevant senior managerial experience.
  • Experience in understanding WPS strategic needs of an organization and devising long term plans to meet the business objectives.
  • Should have handled technical support teams across multiple global locations.
  • Should possess excellent communication skills, inter personal skills, people/team management & strong leadership skills
  • Should have wide exposure in customer interaction & ability to get into root cause analysis mode
  • Should have experience in strong quality procedures, process & documentation methodology