Head of Service Delivery

Responsibilities

• SOW / Metric Determination: Signs off on the training /certification methodology at the engagement level.
• Operations: Resource Planning (People, Infrastructure, etc.): Coordinates resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout).
• Portfolio Management: Responsible for making investment decisions and carrying out investment activities.
• Quality Planning (QC/QA): Signs off on the service quality plan, including the quality control, assurance, and improvement.
• SLA Compliance: Conducts periodic reviews with ops managers and drives corrective action.
• Financial Review: Conducts monthly financial review with direct reportees and BU head takes corrective actions.
• Revenue Enhancement: Validates and prepares business cases for identified opportunities within existing service lines for growth; d...