Careers & Culture

Description

Position Summary:

As the Head of US Delivery, you will be responsible for overseeing the successful delivery of projects and services across the US region. You will lead a team of professionals to ensure high-quality service delivery, client satisfaction, and operational efficiency. This role requires strong leadership, strategic thinking, and the ability to manage complex projects and diverse teams.

Mandatory Skills:

Essential Functions of the Job:

• • Good working experience and expertise in IFS-FSM ERP.
  • Additionally, a minimum of 4-5 years of experience in ServiceNow tool.
  • Should have implementation and support experience in ERP (preferably IFS) and must have executed / managed multiple projects concurrently.
  • Understand the relevant functional area in ServiceNow ITSM and ITOM, gained through a combination of program delivery / implementation and support
  • Knowledge in ITBM, CSM and FSM are added advantages
  • Manage the delivery of services to the IFS / ServiceNow user community from a functional perspective
  • Manage the functional resources of the delivery team in terms of resource planning, demand management and the prioritization of workload
  • Manage stakeholders across the IT Services landscape regarding the operational support of the solution, with a particular focus on technical integration, including interfaces between impacted and/or dependent applications
  • Collaborate with process leads to develop process specific portfolios and demand plans for the relevant functional areas of the IFS / ServiceNow solution and take the prime responsibility for the delivery of service requests, maintenance requests and enhancement requests
  • Collaborate with the Consultants regarding the viability of business requirements and the potential impact upon the global template
  • Manage demanding customers fairly and effectively
  • Manage service delivery performance and compliance through agreed metrics and service levels
  • Commercially astute with strong negotiation and management skills

• Certification:

  • Certifications in IFS and ServiceNow will be an added advantage
   
  • Ability to communicate effectively across a complex and diverse group of stakeholders
  • Should be able to prepare, manage and own Proposals, SOW’s and Contracts.
  • Understand the timeline for resource estimation
    
    

Roles & Responsibilities

Role and Responsibilities:

• Able to act independently, seeking consultation guidance and advice as appropriate
• Actively develops team members and direct reports by providing day-to-day guidance, feedback and on-the-job coaching
• Able to prepare Project performance reports, take part in Project Status Mtg’s and will work closely with other regions and Practice Heads.
• Responsible for compliance with performance management objectives
• Mentors and counsels team members
• Will report to Global Head.
• Make informed judgments and take appropriate action regarding issues which may potentially impact the quality of services.
• Analyze requirements from the business and take appropriate steps to define action plans which are detailed, meaningful and set expectations appropriately with the business
• Analyze service performance based on data provided, interpret the data to determine the quality of the service, and validate this against the user perception of the service
• Determine when it is appropriate to escalate, and use judgment and experience to determine the most effective course of action
• Engage and collaborate with the stakeholders across business and IT, using personal experience and judgement to define tailored approaches to dealing with specific stakeholders, setting expectations appropriately and building trust and confidence.

Apply Today!