Vice President-Global Delivery & Business Operations

Key accountabilities

 Ensure and manage delivery of customer commitments - Service Levels & quality of Service Delivery

 Customer Relationship Management – drive follow up, urgency, and client first culture working alongside engagement teams; focus on creating success in new opportunities and sustaining success in ongoing ones; handle escalations in an appropriate way with focus on client retention

 Resource Management – Resourcing, forecasting, utilization, efficiency & attrition management

 People management – focus on retention, upskilling, competency development

 Financial – Provide inputs on costs needed to appropriately estimate pricing, manage overall finance for the verticals

Experience-

 18+ years of extensive experience in service delivery and management

 Experience in Digital Marketing is highly desirable

 Minimum 8 – 10 years experiencing managing a group of 300+

 Experience in managing multiple stakeholders and international stakeholders/clients

 Demonstrated skills and abilities managing and improving service delivery metrics

 High level of initiative and self-motivation

 Must quickly adapt to and adopt change

 Demonstrated experience in making a difference to the employer and the clients

Functional Skills

 Strong Delivery & Services Management experience

 Must be a quick learner and be quick on his/her feet

 Work with a sense of purpose and urgency

 Exposure to External Audit / Certification

 Exposure to quality processes and Project Management fundamentals

 Must be able to scale with a rapidly growing organization

Behavioural Skills: (Includes leadership)

 High degree of customer focus, thinks customer first

 Presentation and executive presence

 Assertive & Passionate People Management Skills

 Ability to work through multiple internal stakeholders

 Initiative and Tenacity

 Dependability and accountability

 Integrity and Work Ethics

Desired candidate must possess the below:

 Proven ability to work with and present to end customers

 Proven ability to work collaboratively with sales and service teams in different locations

Proven ability to drive change