Job Description (Posting). Location : India Job Purpose:Practice Head accountable for managing service delivery to multiple client/account promoting the continuous improvement of productivity, service quality and customer satisfaction. Practice head is focused on: To identify Solutions/IPs relevant to domain which can enable solution led service/developmentTo evangelize solutions to internal and external stakeholdersTo develop and Manage high competency in ServiceNow domain and deliver solutionsTo track industry specific trends and developmentsTo develop propositions and GTM To maintain good partnership with ServiceNow To plan and grow practice area through pre-sales and proposal defense To collaborate with Leads for collecting and analyzing service delivery feedbacks and accordingly drive prioritizing| planning| budgeting and implementing the service improvement plans To assimilate domain specific knowledge /collaterals across the project and derive solutions Manage Profitability - responsible for Budgeting, P/L and Financial Management Achieving productivity improvements(KPI: Value for customer & enhanced margin) Transforming and growing the business(KPI: Further profitable service revenue) Developing strong relationships with Customer(s) and teams(KPI: Strong network in place & people development is evident)Required Skills:1. Lead and Manage large teams spread across multiple geographies and various technical towers.2. Strong ITIL & SAFe Agile Processes knowledge 3. Vendor Management & Contract Negotiation Skills & Experience.4. Overall Strong Technology Landscape Understanding & Experience of Managing end-to-end IT Infrastructure engagements with reasonable (above average) amount of knowledge in ServiceNow, Flexra, Cloud Services and Enterprise Service Management Domain. 5. Knowledge of latest ServiceNow technologies6. Experience of working with technical architects in designing solutions7. Strong written and verbal communication skills8. Strong Analytical and Presentation Skills9. Budgeting and P/L management experience10. Strong client relationship management skills Build and Manage customer relationship at Dir/Sr. Dir/CXO level11. Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members12. Experience of managing multiple projects and ensuring on-time as well as quality delivery of the projectsMain Accountabilities: Accountable for managing end to end service delivery for multiple accounts across Geo. Provides a focus for SLA management and customer satisfaction. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used Build and maintain client relationships Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures. Ensures resources, capabilities and capacity to meet both existing and new business demand Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including Customer other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients Ensures robust tools and - where relevant - technological platforms are in place to support cust Qualification MBA Skill (Primary) Domain Competencies-Bus. Process-Consumer Products-Go-to-Market
