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Manager – Service Delivery Excellence

JR006153

Join a business that embraces innovation, gives you the scope to seize every opportunity and help get you where you want to go. Life at Ensono begins in an unprecedented environment with a role that matters, taking you on a fast-paced journey of discovery, however big that might be.

In 2018, we nearly doubled our size in terms of revenue and associates. We expanded across Europe and India, scaling to meet the needs of our clients globally while still maintaining client intimacy as a top priority. In the last three years, we’ve grown to a global organization with more than 150 clients and $600M in revenue.

We believe we are uniquely qualified to meet our client’s IT infrastructure needs from mainframe and private cloud to public cloud and consultative services to advance them along their IT transformation journey. Our purpose remains the same: to be their relentless ally, disrupting the status quo and unleashing them to do great things. Our 2,000+ associates across the world are committed to this purpose.

Reporting to the VP – Service Delivery Head India you will be responsible for the enhancing the client experience and ensuring quality service delivery from India.

This role will be responsible for supporting initiatives related to culture and drive process improvements with an ultimate objective of enhancing the Client Experience and ensuring a Quality Service Delivery out of India.  The optimal candidate will be a liaison between Operations, Global Projects & Implementation, Transformation and Automation and TAD teams in India and global to assure execution on global and local initiatives. A successful candidate must be a thoughtful and confident communicator with a proven ability to drive both people and change in a growth company.

This person will be working very closely with all the operational leaders locally and globally to further improve the results of their teams within the process, identifying areas for improvements and aiding operational leaders to adopt best practices to help bring a consistent approach to delivering operational support across the global teams.

As Ensono continues to grow, there is always going to be a requirement for program support and this role is designed to support the core Operational teams to help understand the challenges and assist is building long term solutions related to people, process, or technology. The primary focus will always be on enhancing the overall client experience and ensuring bottom-line benefits of the programs driven are delivered.

Key responsibilities

Quality Service Delivery – QMS review and translation into process control features which will overall help us achieve better quality delivery Support Model – Shift patterns and approach to night shifts in preparation for India 24*7 support model Decommision process – Current and future state plan? Incident Mgmt (MIM) process. Review of RCAs and translate actions back to the process Ready to Support – Business pipeline and our talent and process readiness for the same Business Continuity – Overall BCP planning and our support gaps in cases of contingencies Skills Assessment – Assisting the Tower Heads in the skills assessment exercise and articulating a training plan for future Magnet Program – Overall governance on the Magnet program, reporting and assessment Problem Management review and actions  and future action plan

This role will evolve as we start getting things Backlog review more streamlined and when structure and talent is well aligned to the support model and client expectations.  

Skillsets Required

Adaptable to dynamic change and can successfully navigate through all the changes Flexible and agile thinker Proactive problem solver Ambassador of change Collaboration, Influencing, and negotiation skills are a must Strong client focus Strong revenue and service delivery focus Solid interpersonal skills and a positive disposition are essential to working effectively across the global organization to drive results Strong desire to help others succeed will be key in working and collaborating as part of this team Have an eye for efficiency and have experience identifying and executing process improvement initiatives.

Qualifications

A Bachelor’s Degree in any discipline is preferred or equivalent work experience Strong background on Lean / Six Sigma will be and added advantage Knowledge/experience of ITIL standards will be good Experience of reviewing, designing, and documenting processes Excellent presentation creation and presenting skills Data analytics and creating strong business case Working experience on projects/ programs which required collaboration across the teams locally and globally

JR006153

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