Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Assistant Vice President - IT Managed Services!
In this role, the candidate will have the primary responsibility of leading the infrastructure services Global Delivery for an insurance client with responsibilities encompassing Contractual Service Delivery, Financial Management, and core day to day Operations. The job also involves taking a consultative and strategic approach, and cross selling / solution new products and competencies amongst others.
- Manage teams of ~100+ FTE globally across locations and time zones
- Meet all contractual metrics such as SLAs, KPIs, Project deliverables, Reporting etc.
- Provide End user and Infrastructure Management Competency leadership
- Day to day deliverables and issue management and resolution
- Day to day client interface and leadership presence
- Act as a point of escalation and resolution. Guide team on critical outages / P1 issues if required
- Directly own client satisfaction and Net Promoter Score for delivered services
- Drive best practices in service delivery such as RCA and corrective actions, continuous improvement, and project / operations efficiency
- Bring in best practices from time to time and take on a consultative and strategic approach with the CIO and his DRs.
- Directly responsiblefor people management of the resources allocated to the account including retention, skill building etc. working along with support teams
Minimum Qualifications / Skills
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. Master's degree preferred.
- Must be willing to travel and work extended hours at short notice
Preferred Qualifications/ Skills
- Strong knowledge and expertise in Datacenter tech, azure, virtualization, networking, VDI, managed Workplace Services including SD, Deskside, ITAM, Packaging and Distribution,KCS, End user Automation
- Must have strong knowledge on ITIL and understand Devops and Agile
- CxO presence: Must have experience interfacing with CIO, IT Directors, and CxO-1 profiles.
- Relevant Microsoft, Cisco and other industry certifications are preferred.
- Must have a thorough understanding of the Processes, Challenges, and IT landscape in ITSM and Remote Infrastructure Management.
- Preferably ITIL Foundation certified or higher
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.