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Role
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General Manager – SM and SLA Management
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Job Level/ Designation
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M3
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Function / Department
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IT AO – SM and SLA Management
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Location
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Pune
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Job Purpose
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The role is responsible for directly leading, managing, and developing the Service Management functions and processes within the IT Technology Services tower. This role is accountable for the propagation of industry best practices across the enterprise. This leadership role is an evangelist of ITIL Service Management and continually strives to educate, collaborate, and improve the service management practices of Vodafone Idea Limited. The Role is also accountable for running Governance for all 12 partners for AO and also negotiate and institutionalize effective SLAs with them and drive improvement in these targets YoY. The role is also accountable for monitoring KPI and service reporting to senior management. One of the key responsibilities include running Ops Excellence programs driving automation for improved efficiency. The role is also responsible to identify and implement Artificial Intelligence and Machine Learning solutions across the landscape to bring efficiency.
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Key Result Areas/Accountabilities
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- Accountable for Availability of Business Services and IT Services (100+ Services) to customers and maintain agreed SLA targets (450+ SLAs across 12+ partners). Constantly derive procedures to improve quality of service and optimizing cost at the same time. Ensuring accountability for Business service availability and accurate measurements and reporting as Business Services are cut across 350+ applications managed by 12+ different partners like IBM, TCS, TechM, Amdocs, Wipro, DigiSpice, Micro Focus, Wipro, SAP, Accenture and others.
- Accountable for process definition and ownership, negotiates and influences agreement, communicates and maintains the policy and standards for all IT processes. Responsible for developing and championing the specialised support service, and providing specialist advice to a range of decision makers. Solves complex problems using rigorous analysis and drawing information from a breadth sources
- Accountable for Change and Release Management to ensure controlled changes in production environment to ensure zero disruption due to changes deployed in production. To achieve successful change deployment, work closely with various development and delivery teams within the organization as well with the partners.
- Builds and champions positive and productive relationships with internal and external stakeholders. Communicates written and verbal complex information and ideas to multidisciplinary stakeholders including third party partners/vendors and is able to explain technical concepts to non-technical colleagues. Utilises sophisticated mediation, influencing and negotiation skills where there are challenging or contentious issues involved commercially or performance orientated with suppliers and internal stakeholders
- Accountable for taking operations from proactive to predictive operations by identifying latest Technology trends in the industry and evaluate and implement applicable new technology solutions which enables teams to predict operational behaviour of the environment and in turn improve efficiency. Bring in cost optimization and efficiency by deploying AI and ML solutions and inculcating culture to drive teams towards leaner operations by eliminating waste and adopting automation solutions in day to day operations and reduce human intervention.
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Core Competencies, Knowledge, Experience
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- Leadership skills in handling Service management, IT Governance and IT Operations with 20+ years of experience in leading a large team of diverse skills and organizational backgrounds. Must have experience in handling multipartner environment. Preferable Bachelors Degree, with ITIL Expert, ISO 20K Auditor Certification, Agile Scrum Master and Project Management Certification will have an added advantage.
- The role should also have indepth knowledge to design organizational processes with control points and process KPIs for reporting and measurement purpose of the process. Should also have knowledge and experience in running on of the industry established process maturity models and to evaluate processes based on the maturity model defined for continuous improvement. Should have good understanding of SM tools and integration with other systems and should have worked on atleast one industry recognised tools
- Strong and varied leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, challenge and support. Service Delivery / Management experience in a complex / large scale internal and external environment
- Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services whilst maintaining service target. Strong analytical skills, and able to make sense of complex and logical problems quickly. Effective problem solver with ability to examine and re-engineer processes, procedures and practices. Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved
- Commercially astute – experienced in understanding contractual obligations and working to deliver high quality on this basis to the organization
- The role reports to AO Function Head and is key in decision making and has to be always updated with near real time data and analytical information needed for decision making across the length and breadth of the environment including 12+ partners.
- The role demands working at odd and extended hours to ensure Service assurance to both internal and external customers.
- The role demands an immaculate orchestration for service assurance across multiple service partners and translate organizational goals to their individual goals.
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Must have technical / professional qualifications
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Graduate is a must with ISL experience for a min of 5years and strong ITIL background and preferred COBIT framework knowledge
Good understanding of telecom domain
Good Analytical and problem solving skills
Strong communication and negotiation skills
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