Lead Service Management & Delivery Excellence

Job description Develop the project plan including detailed activities, resource planning, cost estimation Acquire project requirements such as human resource, required information, various agreements and material or technology needed Drive project to meet schedules, budget, manpower and technical quality targets Conduct regular project reviews to recommend schedule changes, cost or resource adjustments Bachelors in Engineering with 5-8 years of experience in software development PMP/ Agile SCRUM Certifications Skills & Experience 15 years of Delivery & Implementation in all ITIL processes Knowledge and Experience of IT enablement Tools across a mix of OEMs. Good understanding of AI/ML concepts and implementation from an automation perspective. Capability of building metrics and dashboards for operational excellence and management reporting. Skills that contribute towards building an optimal, error free delivery environment that is ready to scale. Designing ITIL process-based delivery. Ability to build and manage teams from an Automation and ITIL governance perspective. Excellent customer engagement and communication skills (both written and verbal). Multi-Vendor exposure and excellent vendor management skills. Ability to build performance management metrices. Ability to perform detailed RCAs of incidents and drive high severity calls with multiple stakeholders. Industry Certification: ITIL v4 Foundation is required. Further levels would help add more credibility. Experience of supporting Indian domestic customers preferred.