Role Purpose and Scope:
The Engagement Service Delivery Lead will partner with the client decision makers and stakeholders on multiple engagements for Hi-Tech customers. Manage multiple diverse delivery teams located globally and be responsible for the overall health and growth of the account
Main Responsibilities:
Strategic:
- Bring in Industry best-in class process knowledge and re-engineer the process towards making it self- serve and lean.
- Ideate, transform, re-structure existing and new programs from delivery lens
- Ability to modernize shared service design & deployment
- Unlock business value & elevate from administrative function of programs to making it a source of market differentiation by creating winning preposition
- Responsible for defining, coordinating & executing the go-to-market strategy & programs both cloud and off-cloud solutions
- Participate, create solutions and design frame-works for prospective clients
- Lead and represent HCL in RFI/ RFP’s and orals. Work with multiple teams to create propelling contract construct for clients
- Work with client business partners, business stakeholders, M&A teams in various capacities such as
- Incubating newly acquired or created products,
- Create target operating model, bring in strategic perspective, participate as thought leaders for growth and value add to clients
- Engage with leaders outside the scope for growth of the account
Delivery & Operations:
- Direct a team of senior Track Leads, Project Managers, Delivery Leads, Group managers of large-scale, complex global projects that involve multiple stakeholders
- Hand’s-on day to day delivery management and engagement with multiple support units within the organization to effective output
- Evaluate trade-offs between project size and complexity, cost, urgency, risk, and stakeholder value
- Manage critical path to delivery of project objectives, engaging with stakeholders and critically assessing requirements
- Effectively assess and resolve high priority project risks
- Ensure projects meet success parameters and ROI targets stated in the business case
- Maintain collaborative and trusting relationships with stakeholders, effectively overcoming challenges and positioning alternatives to move the project forward
- Tap additional account growth opportunities through networking & client relationship management
- Aim at maximizing economic value and securing future competitive advantage
- Synthesize data into useful formats and bring actionable insights while straddling between details and higher level implications of critical business issues
- Be responsible for the MBR, QBR’s , YBR’s with multiple stakeholders and decision makers
- Effective transition, pre-bid and RFP experience is a must for this role
- Drive team towards transformed state and always look for opportunity to improve and run people independent process
- P&L responsibility and account growth
- Work with GTM Management to identify and measure successful and failing strategies and identify opportunities for process improvement
Managing Acquisition/ Knowledge Transfer Projects:
- Define project objectives, project scope, roles & responsibilities.
- Outline requirements needed from sales and legal stakeholders to deliver projects on budget.
- Prepare a detailed project plan to schedule key milestones, workstreams & activities.
- Manage delivery, changes in project scope, schedule or budget, client relationship and communication with all stakeholders, ensuring the project is delivered to their satisfaction.
- Track projects and provide regular reports on their status to the project team and key stakeholders.
- Identify and mitigate potential risks.
Billing and Receivables Management / Vendor Onboarding:
- Project Management – efficiently manage the onboarding of multiple vendors thought out the lifecycle, while keeping stakeholders updated.
- Communicate the onboarding process, timelines, and resource availability with internal business partners
- Review new vendor pipeline with customer and set timelines for onboarding
- Build strong relationships with vendor partners, learning about their operational strengths, limitations and pushing them to improve their service levels for our mutual clients.
Skills, Knowledge and Abilities
- Work experience in an established Service organization with minimum 20 years of experience working within the technology industry.
- 18-23 years of leadership role managing multiple delivery teams globally
- Ability to work with multiple delivery teams spread geographically supporting regional markets
- Graduation, MBA in Operations
- Demonstrated opportunity & pipeline forecasting methodology experience
- Proven experience of Digital Transformation implementation and working in complex IT environments
- Prior experience of data scrubbing, opportunity identification, Root cause analysis, Process re-engineering, running and leading large scale transformation initiatives at a functional and organizational level
- Experience in detecting revenue recognition issues
- Experience in solution design, responding to RFP/ RFI’s
- Proven experience working in a high-volume contract administration department
- Exposure to Digital tools, RPA and other tools like ERP, CRM with good exposure of Agile methodology
- Excellent interpersonal communication, with the ability to influence at a senior level. Must be able to foster and maintain strong partnering relationships with sales and internal departments
- Teamwork and collaboration with internal and external stakeholders and getting to logical conclusion of task at hand is core expectation of the role
- Excellent analytical skills and expert proficiency in MS Office, Workspace
- Strong time management and organizing ability with the flexibility to work in a fast-paced, dynamic
- global environment
- Black/ Green Belt certification would be an added advantage
