DGM - IT [Technology] for Abu Dhabi & Dubai locations, UAE for an Outsourcing Giant

Designation: IT [Technology] Deputy General Manager (Service Delivery & Site IT head)

Function:Information Technology

Grade: Deputy General Manager

Position Reports to: General Manager - Technology

Reportees: Manager / Assistant Manager / Officer / Executive - Technology
Date of Job Post: 17th September, 2013 [Closing in a week]

About the Company: With over 1,00,000 employees in almost a 100 delivery centres across US, UK, Europe, India, the Philippines, Australia, The Americas, Middle East & Africa, the hiring company is a leading global Business Process Management Outsourcing Leader supporting multinational Fortune 100, 500 & 1000 clients. Being recognized as one of the best places to work, 4 years in a row, and being part of one of the most admired support services company according to Management Today, they believe in being a trusted partner for their clients, a place of learning and excellence for their employees.

Job Description [Main Responsibilities]:

IT Facility Management Services (FMS):
Lead the Centralized IT Facility Management Services for Pan India Locations
Identify and evaluate competitive IT Facility management service provider on a continual basis to bring in cost efficiencies catering to changing business requirements
Ensure SLA's with IT FMS vendors are reviewed on a regular basis and thereby services to the business are delivered appropriately for India international delivery centers.

Certifications and Audit
Manage ISO certifications across all Intelenet Delivery Centers.
Check Audit readiness of all centers at all times.

Service Delivery
Manage IT Service Delivery management across Pan India locations.
Manage the software licenses across domestic and international operations of Intelenet.
Share MIS & Dashboards with key stakeholders on a periodic basis.

Project Management
Offer consultation/implementation support for projects as and when identified.
Prepare RFPs and responses for new business requirements from UK.
To ensure timely execution of projects and co-ordination between clients/SME's to ensure seamless transition.
Plan the required capacity needs for new projects and ensure adequate capacity for BAU processes.

Team Related:
Set performance goals and targets for team members.
Track performance and ensure results are delivered.
Guide, coach and mentor team members.
Cascade relevant information to team members.
Identify and groom key resources to take on additional responsibilities / larger role.
Enable team members to participate in learning / development initiatives.

Client Specific:
Act as the highest point of escalation for all technological escalations for Barclays Operations across all sites in India and Overseas.
Participate in monthly reviews with client on IT service delivery and overall client relationship management.

Occasional Responsibilities:

Get Chennai site ready for audits on information security and Risk requirements.

Ensure successful DR center delivery during disaster situations and frequent testing of these sites along with BCM teams.

Qualifications: Graduate in Engineering, Certifications by CCNA, ITIL, PMP, etc

Desired Years of Experience & Industry: 
10 - 15 years in BPO/IT/ITES.

Minimum 7-10 years of prior work experience in a service industry with 5 years in a BPO/Call center; Stability in previous jobs; Preference/aptitude for a career in customer service environment; Demonstrated team handling skills in the past; Adept at communicating across business and cultural barriers to ensure customer satisfaction. Must have handled a user base of about 6000 users, experience in Capacity planning and Availability Management

Skills & Abilities:

• IT Infrastructure management

• Incident Management

• Project management• Network Design & Implementation
• Data Center management

Other Important Must Haves:

Salary on offer – AED 11000 per month (current should be within this range)
Communication – excellent – otherwise don’t send profiles as this role demands interaction with client
Open to working in Dubai but can also be currently in Dubai or in India but ready to relocate for a year to
Good in writing technical documents
Joining time – 1 month
Contract term – 1 year (will be renewed basis business and performance)   

The position closes in a week so, pls send your cvs asap (within this week) Send cv with a PASSPORT Size Photo or any other self image as personality fitment is to be ascertained too. Preferably in formal attire. [Word document Cv]

Email Subject: IT Technology Manager, Outsourcing Giant, Abu Dhabi & Dubai, UAE

To: careerconnect.neha@gmail.com & neha.asthana@hr-interface.com & pls cc to bpojobs.hrinterface@gmail.com
 
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Regards,

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