GROUP MANAGER

For one of TOP IT Company based out of Bangalore

Purpose:

This position is responsible for managing all aspects of the service delivery operations, customer interaction and working with peers to drive strong people management and implement quality initiatives at organization. The role is also responsible for developing an organization prepared to handle people and business growth, group level financial responsibilities and regular business change, while delivering responsive and quality support services to all customer segments.

Responsibilities:

Customer Interaction:

·         Analyze and incorporate customer feedback and statistical quality and quantity metrics into all areas of service delivery planning

·         Manage all "executive escalations" and work with the critical problem resolution group as needed

·         Manage critical problem resolution relationships, content teams and product improvement efforts to ensure product and support needs are being addressed

·         Own business reviews made to senior management on a monthly/quarterly basis to represent the state of the business and its challenges.

Service Delivery Management:

·         Define, develop and implement highly successful service delivery strategies and programs in conjunction with the related stakeholders to ensure consistent cross-site, and international support that map to organization's overall corporate goals

·         Develop, define and implement service delivery strategies to meet the support needs of customers of technology across multiple sites along with coordinating worldwide service delivery with regional support centers

Financials:

·         Drive utilization across the service delivery organization in compliance with the goals.

·         Manage the overheads in the business and ensure that there is optimum usage of a Manager’s span in terms of headcount.

·         Create yearly hire plans and manage staffing to meet service delivery productivity goals for respective products and services

·         Manage a travel budget for the organization.

People Development:

·         Be directly accountable for developing team managers and top quality support personnel that can provide technical leadership to the cluster

·         Responsible for performance management and evaluation, career development and all group employee compensation changes

·         Manage hiring and readiness for all employees in the organization – partnering with internal as well as external partners.

·         Manage and maintain high levels of employee satisfaction and commitment

Experience/Education & Requirements:

·         Minimum of 10 years of experience in a management position in a technology environment with 5 years of people management experience

·         Managing a full unit financial budget and P&L

·         Effective negotiation skills across culture, distance & proven ability to handle difficult & sensitive situations involving the most critical & politically charged situations

·         Excellent communication (both written & verbal presentation) skills in English

·         Proven ability in managing, motivating & retaining quality staff

·         Experience on organization change management

·         Experience in managing a virtual team

·         Ability to demonstrate business leadership across global and regional stakeholders.

Personal Characteristics

·         Active team leader

·         Achieves results that are highly dependent on collaboration, leadership & the ability to effectively balance short & long-term needs on a broader scale

·         Creates team plans & schedules that span multiple products or cycles

·         Articulates clear vision & generates enthusiasm within group

·         Able to suggest multiple solutions to major, complex problems