Title: Associate Practice Director
About Company
Empowered By Innovation
Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.
Area(s) of responsibility
Role and Key Responsibilities:
Service Delivery Leadership:
- Drive digital initiatives to elevate the ES - Service Delivery Organization, focusing on digital experience, speed, scalability, and resilience.
- Champion initiatives under the Digital Roadmap, including Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation.
- Maintain a comprehensive understanding of business objectives, processes, and supporting technology needs.
- Build and nurture relationships with key senior leadership across various functions.
- Ensure high performance in incidents, service requests, and change requests, with accurate reporting.
- Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Analyze organizational and internal processes to create strategies for service delivery optimization.
- Own the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews.
- Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.
- Recommend and implement Service Improvement Plans, ensuring timely completion of actions.
- Ensure seamless releases for various change requests/projects.
- Experience handling projects on SuccessFactors is preferred.
Team Leadership:
- Lead and mentor a team of solution architects, project managers, and delivery specialists.
- Foster a collaborative and high-performance team culture.
Project Management:
- Oversee the end-to-end project lifecycle, from requirements gathering to implementation and support.
- Develop and maintain project plans, budgets, and timelines.
- Ensure project milestones are met and deliverables meet quality standards.
Internal Stakeholder Engagement:
- Build and maintain strong relationships with cross-functional teams, acting as a trusted advisor.
- Collaborate with internal stakeholders and functional SPOCs to develop tailored solutions.
Resource Allocation:
- Assign resources to projects based on skills, availability, and project requirements.
- Monitor resource utilization and make adjustments as needed.
Risk Management:
- Identify and mitigate project risks and issues promptly.
- Proactively communicate with clients and internal stakeholders regarding project status and potential challenges.
Quality Assurance:
- Implement best practices for quality assurance and quality control in project delivery.
- Conduct regular project reviews to ensure compliance with standards.
Continuous Improvement:
- Stay up to date with industry trends and emerging technologies.
- Identify opportunities for process improvements and efficiencies within the delivery team.
Essential job tasks
Qualities and Skills Required:
- Experienced Service Management professional in a large-scale and diverse environment with deep knowledge of SAP modules
- Proven experience leading large teams and managing third-party services.
- ITIL Qualified with expert knowledge of ITIL disciplines.
- Passion for Service Improvement.
- Excellent leadership and people management skills, with a willingness to support and mentor junior staff.
- Strong customer-facing/customer service skills and ability to work under pressure to meet deadlines.
- Demonstrated initiative and proactive approach to daily tasks.