AVP -Service Delivery (Banking-IT infrastructure ) - Montreal, Canada - Genpact

Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Assistant Vice President -Service Delivery Manager (Banking)

Position Summary:

This role will have the primary responsibility of leading the Infrastructure services Global Delivery for a Banking / Financial Services client with responsibilities encompassing Contractual Service Delivery, Financial Management and core day to day Operations. The job also involves taking a consultative and strategic approach, and cross selling / solution new products and competencies amongst others.

The individual will also develop the strategy for account to meet monthly and quarterly service delivery numbers including SLAs, other contractual deliverables such as productivity, people retention and financials. Also involves preparinge and execute plans and play a key role in identifying new business opportunities and foster an innovative and productive work environment.

Responsibilities (Direct Ownership)

Operations

o Manage Infrastructure Operations and Solutions expertise in End user and core Infrastructure Management / Cloud Technologies and related components in the Data Center / Cloud

o Manage teams of ~100+ FTE globally across locations and timezones

o Meet all contractual metrics such as SLAs, KPIs, Project deliverables, Reporting etc.

o Provide End user and Infrastructure Management Competency leadership

o Day to day deliverables and issue management and resolution

o Day to day client interface and leadership presence

o Act as a point of escalation and resolution. Guide team on critical outages / P1 issues if required

o Directly own client satisfaction and Net Promoter Score for delivered services

o Drive best practices in service delivery such as RCA and corrective actions, continuous improvement and project / operations efficiency

o Bring in best practices from time to time and take on a consultative and strategic approach with the CIO and his DRs.

o Directly responsible for people management of the resources allocated to the account including retention, skill building etc. working along with support teams

o Responsible for Talent Management, Career Planning and Retention

o Drive partner delivery with key product vendors and 3rd parties as needed

o Responsible for Implementation of optimal processes, quality initiatives, adoptions of best practices and achieve continuous improvements in competency.

o Building and maintaining a strong favorable identity for Genpact IT Services within the client through interaction with key influencers and decision makers on a global basis.

o Presence in important client forums

o Financial compliance of deliverables including meeting revenue, margins and growth for the account(s)

o Ensure compliance of ISO20K and other applicable audit requirements such as SOX and PCI compliance etc. as applicable

o Must be hands-on at least to some extent, and have a good understanding of core technologies such as Azure, VDI, VMWare, Citrix, storage and backup

Growth and Customer Relationship

o Pre Sales and Solutions : Work along with Sales and Solutioning team for selling

o Directly responsible for the quality of delivery of contractual solution

o Customer Vendor / 3rd party management or coordination as applicable

o Sourcing Org Relationship support as applicable

o Partnership maintenance as applicable on behalf of customer

Responsibilities (Indirect/Joint Ownership)

o Manage cloud migrations as and when they happen

o Knowledge and experience in creating high level technical solutions and leading implementation and run operations for various layers of the Enterprise IT stack including ITSM, Servers, Networks, Databases and Storage and in End user management

o Hunting/Farming Revenue with BD/AM team

o Ownership of Statement of Works, Change Orders etc

o Manage customer Demos and Presentations

Qualification / Experience

o Experience in Managed Workplaces and Remote Infrastructure Management with exposure Operations is mandatory. We are not looking for a single technology specialist /architect. However technical knowledge is mandatory

o Strong knowledge and expertise in Datacenter tech, azure, virtualization, networking, VDI, M365 etc. and good knowledge in managed Workplace Services including SD, Deskside, ITAM, Packaging and Distribution, KCS, End user Automation

o Must have strong knowledge on ITIL and understand Devops and Agile

o CxO presence: Must have experience interfacing with CIO, IT Directors and CxO-1 profiles

o Mandatorily must have led teams of IT professionals in the past with complete ownership, delivering global services for fortune 100 companies. Financial Services / Banking client experience is highly desirable

o Prior experience of hands-on core Operations and Service Delivery is mandatory. Must have an operational background with a customer facing role

o Prior experience in pre-sales, design and solutions roles in a global organization is good to have

o Must be willing to travel and work extended hours at short notice

o Graduate from a reputed university with excellent interpersonal and communication skills.

o Needs to have fair general knowledge of products and technologies across domains

o Must have a thorough understanding of the Processes, Challenges and IT landscape in ITSM and Remote Infrastructure Management.

o Preferably ITIL Foundation certified or higher

o Relevant Microsoft, Cisco and other industry certifications are preferred, but are not mandatory

o Must have experience across geographies and exposure to cultural differences with some high level knowledge of local laws, regulations etc.

o Fluent in French Language

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.