Senior Director - Service Delivery

Job Description:

Education Qualification :

Engineer - B.E / B.Tech / MCA

Skills :

Primary -> Functional | Business Management / CXO | IT Strategy and Planning | 5 - Expert

Primary -> Functional | Business Management / CXO | Business Planning and Strategy | 5 - Expert

Secondary -> Functional | IT Operations Management | Business Relationship Management | 5 - Expert

Secondary -> Functional | Financial Planning and Analysis | Opex Budgeting | 5 - Expert

Tertiary -> Functional | Organization Change and Development | Organization Restructure | 5 - Expert

Tertiary -> Functional | Pre Sales Support Activities | Responding to RFPs | 5 - Expert

Tertiary -> Behavioral | Microland Skills | Microland First | 5 - Expert

Certification :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

Details:

1. Achievement of the Unit / account margin goals for the year

• Achievement of the margin goals through various optimization initiatives for the account
• Monthly Accounts profitability Reports published by finance

1. Revenue Goals: Achievement of the Unit / account revenue goals for the year
2. Formal documented succession plan for the critical roles in the program
3. Talent management and Improvement
4. Succession plan - formal documented plan for all critical roles / people
5. WMG, HR L & D Dashboard
6. Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery
7. Achievement of formal published GO for the program as agreed and tracked through customer governance
8. Any misses to have a formal RCA based fix or a formal SIP initiative associated
9. Productivity and Service Excellence:

• Devise implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits
• Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline
• Ensure tracking of productivity in a systematic manner and take measure to improve productivity
• Formal internal reviews for published plans vs actuals

1. QMS / IMS Goals:

• Ensure account maintains 100% compliance to service security management processes defined.
• 100% adherence implementation to QMS processes defined by organization in accounts.
• Zero Major NC in Internal and External Audit
• Share at-least one Best practices within account to SEPG team for taking it across the organization as applicable.

1. Value based delivery:

• Identify and execute initiatives classified as Value for customer
• Demonstrate to customer on the Value delivered to customer through these initiatives
• Ensure documentation of the projects and share the same with SEPG team

Location:

UK - London

Created On:

16-Sep-2026