Engagement Manager Role High Level ExpectationsRelevant and total years of Experience: 20 Plus years of solid experience in the IT Infrastructure Industry with at least 5 years in MSP Operations and Service Delivery in a Pharma/Healthcare environment providing IT Infrastructure function / service with actively driving, owning Governance, Engagement and Manage Service Delivery leadershipExperience in Technology Operations, Datacenter Operations, Technology Evaluation, Customer interaction & support, Vendor Management, People Management, and a thorough understanding of computing,network,ITSM, Databases and communications technology is a mustHave an extensive experience in handling global customer majorly US based, care given industry with ITIL or Six-Sigma or, ITSM platforms or similar certification.Should be proficient in client interactions. Engage with CXOs at client organizations for pitching the suite of service offerings.Managing end to end customer relationship from delivery leadership perspectiveBelow are specifics of the role expectations in the different areas. a) IT Infra Management. Strategically contribute to Technology Operations Roadmap, Enhancements and acquisition of latest technologies.. Lead and manage Client & internal Stakeholders team, Cross Organizational team members to ensure delivery of all Technology Service and Operations SLA's and KPI's, avoid financial impacts.. Should be forward looking and have good knowledge of industry trends and forthcoming technologies in the IT Infrastructure arena.. Drive, Own the transition and transformation programs for a on-time closure including risk, stakeholder management.. Ability to work closely with Technology Pre-Sales, Transition Team and work towards designing IT solutions to meet client specific business requirements.. Own & Drive Engagement Governance leading to high customer engagement & satisfaction b) Technology Operations Management:. Ability to operate at all levels within the organization/specific large customer accounts and cross functionally within multiple projects/programs within a or multiple customer organization.. A Delivery leader with stature to effectively lead and manage a team of Professionals and ensure efficient management of Technology Operations, Process and Policies, End User Compute, Field Services, Datacenter Technologies, Asset Management, ITSM Tools and Platform etc., Vendor and Partner Management. Easily recognize system deficiencies and implement effective solutions.. Resolve and/or escalate issues in a timely fashion.. Assist in the identification of critical support processes and metrics, improve, and modify, to ensure that those processes are in control.. Establish strategic relationships with key IT suppliers, act as the liaison for 3rd party IT outsource providers.. Responsible for vendor management, timely deliverables, cost effectiveness, and relations for IT Operationsc) KPI tracking.. Own and drive improvements on establishing Self-Sufficiency, High Resilience, Gap Analysis, Periodic Checks, On-Site Spares, Tight Contracts with Providers, Resident SMEs and Coverage to support IT operations for 24- 7 business operations.. Oversee site audits and accountable to assure that systems standards are established, documented, and agreed to by IT management are adhered to and implemented expediently.. Compliance - Adhere and protect IP and Client IP. Ensure the compliance levels in all the areas (Internal and Clients) are always met.. Must play pivotal role in designing, implementation, documentation, operational management for business-as-usual support.. Capacity Management WRT sufficient license, human and other resources management understanding the projected business pipeline in mind.. Provide input regarding the evolution of technological platforms and contribute to the definition and evolution of appropriate technological strategies and roadmaps.. Interact with internal business stakeholders and external clients to ensure continuous customer satisfaction and ongoing improvement of service delivery.. Stakeholder/ Client management with appropriate communication during incidents.. Apply significant knowledge of industry trends and developments to improve service to our business and clients.. Solution and Capability presentations for Client due diligence & customer checkpoints.. Provide hands on support when required specifically for any specific domain knowledge acquired.d) Educational Qualifications:. Minimum Graduate, Preference for BE / B. Tech. Service Delivery Leader in Managing Global Customers. f) Functional Skills :. Experience in managing Technology Operations for large scale 24- 7 operations. A balance of technical, business, and leadership skills.. Hands-on leader with strong Technical and Operational experience.. Strong vendor management and negotiation skills.. Number / financial orientation, Organization and people development.. High client management and relationship skills and ability to network at senior levels. Excellent communication skills. Prior experience with multinational - cultural fit. Reasonable level of business perspective and capability to drive improvements based on benchmarks