Global Capability Lead Site Support

Hyderabad, Telangana, in
Company: CSC India Pvt Ltd.
Category: Computer and Mathematical Occupations
Published on 2021-06-22 10:15:40
Job Description

Roles and Responsibilities

  • Industry leading thought leadership, benchmark productivity and Innovative delivery models.
  • Develop KPI/ metrics and best-in-class measures, leverage best practices & push all delivery locations adoption of the best practices and standards
  • Drive a culture of continuous improvement in the Regions and GIDCs and also with third party vendors.
  • Identify the Automation/Lean opportunities within the Site Support Capability and work with the offering/Build teams to develop the Automation tools to drive the YoY productivity.
  • Continuously enhance and transform existing Delivery Methods / Standards / Tools / Processes/ Assets leveraged by all Regions/ Centers.
  • Set up global Community of Practice (CoP) to ensure consistency in service delivery from across all our locations.
  • Achieve overall Capability Cost savings / productivity objectives.
  • Show capability in the best light in front of our customers / deals and analysts
  • Help the Cost Model owners factor in the right mix of resource levels during any cost model updates
  • Optimize partners around the globe to gain economies of scale and better control.
  • Establish governance with our resource partners globally
  • Work with L&D and partners to support the training/certification needs for the capability.
  • To be a visible presence and lead on customer engagement and reputation building
  • This position is responsible for leading and overseeing all Site Support elements -- client relations, staffing to meet ever changing workflow needs, operational reporting, employee relations, and onboarding/offboarding support.
  • Collaborative Accountability:

  • Work with the Offering to build on the Offering Framework and adapt the same to more and more live client situations. Provide feedback from Delivery towards continuous offering enhancement.
  • Work with Offering & Engineering to drive creation of new automation assets for the Capability. Harvest assets from the Region/GIDC to continually enrich the automation library.
  • Work with the Centers/ Regions to drive increased penetration / saturation of existing automation assets , best practices and methods to meet overall Service Line Cost-Savings objectives.
  • Partner with Solutioning /GIDC Centers for building show-case/ references/ collateral to enable new client acquisition

    Desired Candidate Profile :


  • At least 15 years of IT industry experience
  • At least 10 years of experience in Site Support / Field Support
  • At least 5 years of experience in delivering site support services globally (in Asia, Europe and the Americas)
  • At least 5 years of experience in leading a global team or function
  • At least 5 years of experience in managing vendors / partners
  • Experience in driving delivery model transformation
  • Experience in driving automation
  • Client facing & objection handling skills with Executive presence.
  • Ability to influence and negotiate
  • Top notch communication skills: Verbal, Written, Listening, and Questioning Problem Solving and Fact-finding skills

  • Perks and Benefits


    Salary: Not Disclosed by Recruiter
    Industry: IT-Software , Software Services
    Functional Area: IT Hardware , Technical Support , Telecom Engineering
    Role Category: Technical Support
    Role: Customer Support Engineer/Technician
    Employment Type: Full Time, Permanent
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