Job Description : Head Operations - EMEA.

Operations Head – Workspace Infra

Job title

Reports to Global Delivery Head

Duties and responsibilities

GeneralDevelop and grow vendor system - 3rd party management responsibilities

Resource Management

 Team building and managing team attrition

 Hiring and retain the best talent via performance management and career planning.
 Ensure continuity of the business by having a succession plan for each role in the delivery
unit.
 Training and development of resources to meet the continuous demand of delivery unit and
business.
 Managing the team within the delivery units and drive the achievement of their agreed goals
and KPI.
 To ensure the continuous growth of team members in-order to achieve employee satisfaction.

Presales

 Presales support for all ongoing bids

 Work along the Solution team on RFPs/RFI

Operations

 Accountable for the service delivery across all the projects through Service delivery managers.
 Building strong relationships with key client managers
 Successful service delivery achievement and high level of customer satisfaction
 Lead delivery teams on-shore and offshore
 Collaborating with senior management on client account management and growth
 Ensuring operations teams are aware of changes and are prepared
 Building service reports & presenting it to client
 Service reporting and sponsoring service delivery meetings
 Monitor, Measure & Manage the performance of Delivery team & Service Desk against client
expectations / commitments
 Ability to follow best practices as defined by the Services management
 Manage and lead large teams
 Plan and delivery turnkey projects in time and in efficient cost
 P&L Management:
 Maintain a healthy regional P&L for Customer account, supporting global P&L.
 Ensure regional spend on engagement is within the agreed budget for the region.
 Follow agreed process for any unforeseen increase in costs with Account Management
Total IT Global UK Limited 1
CIN:10899834 (Reg.@ England and Wales)
Reg. Add: 30 Nelson Street, Leicester, LE1 7BA, United Kingdom
Bus. Add: 268, Bath Road, Slough, Berkshire, SL1 4DX, United Kingdom
  Seek to increase TIC’s footprint in the region by facilitating on boarding of new projects in the
region or increase in service scope for TIC.
 Contribute to the global account revenue and profitability targets by meeting or exceeding
regional targets.
 Support any new business initiatives led by the account management team in the region and
proactively provides any leads that can generate new business for TIC in the region

Education Details

 Bachelor of engineering (IT or CS) degree minimum. MBA preferred.

Skills and Abilities

 Excellent analytical and problem solving skills

 Strong presentation skills
 Strong Excel skills
 Flexible to travel (Locally and international)
 50% of the time and work under aggressive project time-lines
 Fluid understanding of e-mail and the Internet

Professional Certification

 ITIL Certified
 Prince V2 Certified – preferred

Experience Required

 Minimum 10 -12 years’ experience in Service Delivery

 Minimum 2-3 years of P&L experience
 Understanding Infra and EUC service delivery business
 Proven experience with supporting sales and business development

Competencies

 Integrity & Sincerity

 Accountability

 Excellent Communication
skills

 Think & Act Smart

Total IT Global UK Limited 2

CIN:10899834 (Reg.@ England and Wales)
Reg. Add: 30 Nelson Street, Leicester, LE1 7BA, United Kingdom
Bus. Add: 268, Bath Road, Slough, Berkshire, SL1 4DX, United Kingdom
 

Direct Reports

Head- Delivery Unit -Workspace

Approved by:

Date approved:
Reviewed:

Total IT Global UK Limited 3

CIN:10899834 (Reg.@ England and Wales)
Reg. Add: 30 Nelson Street, Leicester, LE1 7BA, United Kingdom
Bus. Add: 268, Bath Road, Slough, Berkshire, SL1 4DX, United Kingdom
 Total IT Global UK Limited 4
CIN:10899834 (Reg.@ England and Wales)
Reg. Add: 30 Nelson Street, Leicester, LE1 7BA, United Kingdom
Bus. Add: 268, Bath Road, Slough, Berkshire, SL1 4DX, United Kingdom