Sitel Looking for Manager IT – Service Delivery at Mumbai, Maharashtra

Education: University Degree preferable, ITIL Practitioner qualification desirable, 2nd language advantageous.

Experience Target: Ideally 8+ years’ experience within a customer-facing IT or technology support role. 4 years minimum IT Service Management experience. Working within a fast-moving and dynamic ITIL based environment advantageous.

Essential Responsibilities:

1. Assumes responsibility for the management of IT service delivery (Site IT) within the country in support of regional & global business objectives. (40%)
2. Assumes responsibility for establishing & maintaining effective communication & coordination with internal staff & professional customer relations with all clients & external contacts. (20%)
3. Effectively directs information technology personnel, ensuring optimal performance. (15%)
4. Assumes responsibility for overseeing the formulation, implementation, & maintenance of all information systems products & services within the region. (15%)

Skills:

• Experience of managing small distributed technical teams. Effective in delegation, creating & driving high-performance team environments.
• Strong communication skills at C-level, with clients & to technical teams. Experience in presentations & being a clear & effective communicator in sales, negotiation & escalation situations.
• Experience of establishing & maintaining highly standardized process environments across diverse geographies & languages. Understanding & experience of the role of ITIL within IT an absolute must.
• A solid foundation in technology is required together with project management & security.
• Extensive experience of budget creation & management.

Travel Required: This role will require a high level of travel.

Out Of Hours Support: This role will require some out of hours support for major changes, project work etc. The candidate should be free to support when required (within reason).

Physical Demands: Ability to lift heavy equipment for racking of servers, network equipment. Ability to concentrate on the display screen for extended duration and respond to instructions and queries during outages.

Working Conditions: Office environment.

Supervisory Responsibilities: Number of associates reporting directly to this position: 3. Total number of Associates reporting to this position: 25.