Country/Region:  IN
Requisition ID:  26077
Work Model: 
Position Type: 
Salary Range: 
Location:  INDIA - PUNE - BIRLASOFT OFFICE - HINJAWADI

Title:  Associate Practice Director

Description: 

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.