Vice President / General Manager Service Support & Delivery

Location: Mumbai

is a pioneer and leader in the Indian ICT industry. With more than 4000 employees spread across 100 locations in India, CMS is adding value to every industry through its products, services and offerings. Over the last 40 years, we have played an integral role in helping clients succeed through many economic cycles by providing expertise and experience in delivering governance services, transportation & traffic solutions, energy management solutions, surveillance & workforce management, broadcasting solutions as well as software services aligning technology

DEPARTMENT: Service Delivery

LOCATION: Mumbai

The Role:

VP/GM Service Support & Delivery (SSDM) is responsible for CMS’s client experience, co-coordinating the delivery of solution and services to key clients harnessing Support, FMS, Delivery and Project management functions of the company. The SSDM would also have responsibility to build a pure play Software Services organisation for CMS aligned to the latest technology trends which will add business value to clients including Analytics, Mobility, Cloud, Service provisioning, Content Management, Information Security & Compliance. SSDM is expected to bring his/her significant experience to build IT services leveraging global best practices including methodology, frameworks and support services. The SSDM plays a vital role in creating long-term service provider – customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SSDM is governance across all areas of services across our Business Units including service management, incident and change management, continual service improvement, customer satisfaction, project governance, project delivery, facilities management as well as playing a key role in ensuring the highest level of client delight.

Key Responsibilities:

In his/her role as overall Services leader, the SSDM would be responsible for:

• Improving business processes and support critical business strategies by managing the development, implementation and maintenance of CMS practices; methodology, solutions. In the process, the person would also lead CMS from a CMM Level 3 company to a Level 5 company over a period. Utilize various SDLC, HDLC, PMP, Six Sigma, ISO methodologies as appropriate for various projects and Services.
• Author and evangelize standards, methodologies, practices in line with global best practices using international standards and vendor practices.
• The SSDM would be responsible to maintain good health of all projects being executed. Should guide the PMO and project managers to define a robust plan and continuously monitor progress to verify that the defined plan is being implemented as per expectations. Research and evaluate new and/or alternative solutions and technologies to enhance operational effectiveness and reduce costs.
• Budget analysis, creation and management – This is a P&L role and requires good understanding of cost structures, optimization and revenue growth. This is even more critical whilst building the software services practice. Work collaboratively with other groups, departments and third party business partners to ensure that implemented solutions are implemented with agreed upon timeliness and budgets
• Estimate resources for all engagements and design, manage and oversee all project teams including internal staff as well as external business partners and third party vendors. This should be in conjunction with BU’s, PMO and Resource team.
• Ability to identify and manage risks well should ensure smooth project execution. Should have a keen eye towards maintaining or enhancing the project’s profitability, coupled with timely billing and collection. A highly process oriented individual, who believes in PDCA (Plan, Do, Check, Act) cycle, gathers and analyses metrics, suggests process improvements to enhance project performance. Publish periodic reports and maintain excellent relationships with all stakeholders.
• Coach the PMO and PM’s to draft a detailed, robust plan and ensure that work is executed as per defined plan for projects within CMS Computers Ltd. and CMS Traffic Ltd as well as any other associates of CMS. Provide direction to project teams in consultation with the BU and PMO, which includes assignment of team’s responsibilities, tasks and technical functions. Guide and advise PM’s to revise plans, change course quickly, adapt to changing scenarios. Coach the various project execution stakeholders so that they identify and alert the BU on Change Request (CR), whenever customer changes requirements during project duration to ensure additional billing. Interact with BU and Support Heads to resolve conflicts/bottlenecks that may affect project schedule, cost, effort, margin and quality of deliverables.
• Act as the resident Subject Matter Expert for all technology selection and delivery. This will apply to all internal deployments as well as external pre-sales, solutions delivery work for clients. Define and assess all roadmaps, architectures, frameworks and risks associated with each, and manage risk and compliance to minimize exposure.
• As the technical support leader, develop and achieve Technical Support objectives and goals to support the organizational vision. Managing and directing a team of Technical Support, Service Resolution, Help desk and Technical Processing Leaders while leading the development of the vision and strategy for the Fast track Sales & FMS Service team.
• Ensuring targeted service and performance standards are achieved or exceeded. Executing tactical plans and initiatives that exceed customer expectations via phone, email, web and social media resulting in increased customer satisfaction, sales.
• Build a skills and expertise plan for employees primarily technical staff to ensure a talented skills pool with right mix of skills. This could cover domain, technology, product, consulting, implementation, support, soft skills and certifications. Work with HR to build a training calendar to ensure that every technical staff gets 40 hours of mandatory training every year and every other key employee gets 20 hours of training. This should in turn lead to better client satisfaction, lower costs, lower attrition and higher productivity.
• Ensure that proper notification /escalation of service events are followed as related by event management policies. Ensuring that ticket management and customer/internal notification is performed on time and to standard.  Identify areas of improvement within teams by monitoring SLAs and feedback and then implement the changes.
• Build a 3 Tier support & engineering team provide rapid and effective technical assistance to clients. Manage the support & FMS team adhering to financial budget requirements for operational teams. Perform Customer service reviews and operational presentations acting as a point of support for the sales team as well as the operations lead in reviews.
• As the software services leader, build from scratch a pure play software organisation leveraging high end technologies. The focus initially should be on Analytics, Mobility, Content Management, Cloud and business value applications.
• Support managing of vendor relationships to ensure contract terms, SLA and performance agreements are met and changes/enhancements/bugs are managed appropriately. Proactive evaluation of existing systems on an ongoing basis as well as emerging technology and acting as internal evangelist with regards to vendor and technology selection, adaptation and implementation. Support development of RFPs and review proposals to determine buy vs. build solution. Bring in expertise to negotiate contracts with SLAs, performance agreements and incentives/penalties.