• Required to lead the team with enthusiasm and commitment to ensure optimal performance against all measures for delivery, transformation, transition and new business.

 • Responsible for the achievement of set Productivity Metric targets

 • Responsible for the adherence to compliance levels

1. Audit Issues

2. Security reviews

3 Workplace Security Compliance and business conduct guidelines

 • Responsible for ensuring the incremental business staffing levels meet both the business demand and provide appropriately skilled resources to meet this demand

• Responsible for Management, escalation and resolution to critical situations as required

• Provides leadership and direction for Email and Collaboration serviceline

• Drive excellence in service delivery ensuring efficient integrity in day to day delivery.

• Continually indentify and drive process and service improvement.

• Work Closely with Customer and Customer account teams to ensure service delivery meets expectations and contractual requirements

•Management position providing leadership and guidance typically to professionals within a department or functional business area. Activities generally include interpreting policies/practices, identifying/satisfying resource needs and ensuring achievement of business goals. Decisions can influence client plans, schedules and satisfaction.

•Discharges the basic management responsibilities and assumes additional responsibilities as assigned.

Additional skills required - In-depth knowledge of ITL framework and experience in quality frameworks like six sigma, LEAN methodology etc supported with required certifications.

Environment

Understands and applies knowledge of information technology and associated tools and methodologies of their technical specialty to support attainment of department/project objectives. Understands and applies professional knowledge related to eMail and collaboration functions.

Communication/Negotiation

Regular contact with peers/line management to influence/negotiate. Interfaces effectively with support organizations, subcontractors, vendors and business partners on an on-going basis to implement solutions with project/account/department.

 Problem Solving

Independently manages, or as part of a work team develops, solutions based on business knowledge and analytical skills. Understand impact on department or function.

 Contribution/Leadership

• Improves the technical and operational procedures and processes within area of specialty to enhance the implementation of a customer solution.
• Individually, or through leadership of a small team, works on defined projects related to area of specialty. May draw on other internal or external resources to expand knowledge. Understands the department mission and vision and applies this understanding to project activities. Provides advice in technical/operational domain of specialization.            

Impact on Business/Scope

Accountable for team or department work products, and for the impact of the results on functional activities. Participates in function or leads department overall program planning objectives. Has direct control of department budget. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, and/or impact immediate costs or expenses.