Job Information
sa.global Regional Delivery Lead in Remote, India
Purpose Statement
The Regional Delivery Lead holds a pivotal role in overseeing the successful delivery of managed services within a specific geographic region. As part of the Global Managed Services leadership team, this position demands a comprehensive understanding of Microsoft Business Applications, managed services, strong leadership skills, and the ability to drive operational excellence. The individual in this role will collaborate with cross-functional teams to ensure the delivery of exceptional-quality managed services that meet or exceed client expectations.
Major Areas of Responsibility
IT Service Management (ITSM): Oversee and manage end-to-end Managed Service delivery within the region, ensuring alignment with client needs and industry best practices
Service Level Management: Enforce defined service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery efficiency and effectiveness
Relationship Management: Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management
Leadership: Provide leadership and direction to a team of service delivery professionals, fostering a collaborative and high-performance work environment
Change Management: Drive continuous global initiatives within the region, identifying and implementing changes to enhance service delivery.
Resource Management: Coordinate resources, prioritize tasks, and manage workloads to ensure timely resolution of incidents, service requests, and change management activities.
Learning and Development: Promote continuous learning within the team, encouraging skill development and staying abreast of industry trends and updates
Primary Measures
Client Satisfaction
Services Margin
People Retention
Specific Job Responsibilities
Strategic Planning
Contribute to the development and execution of the strategy for Dynamics D365 Managed Services
Identify growth opportunities, enhancements, and expansion to the service offerings to meet evolving client needs
Participate in capacity planning and resource forecasting activities
Team Leadership
Lead and manage a team of professionals responsible for delivering managed services
Provide guidance, coaching, and mentorship to ensure a high-performing and motivated team
Foster a collaborative and positive work environment
Client Relationship Management
Build and maintain strong relationships with clients in the region
Serve as a point of escalation, efficiently resolving client issues and ensuring their satisfaction through proactive communication and effective problem-solving
Operational Excellence
Monitor and analyze key performance indicators (KPIs) for managed services delivery, identify trends, and take corrective actions as needed
Implement best practices to enhance operational efficiency and service quality
Ensure compliance with service level agreements (SLAs)
Introduce new services or features to meet evolving client needs.
Resource Management
Work closely with Team Leads within the region to allocate resources efficiently, balancing workload and ensuring optimal utilization of team members to meet the demands of service delivery
Create and maintain a culture for team members that attracts and retains highly competent and engaged people
Ensure team members have appropriate opportunities for personal and professional growth, including the ability to grow their customer service skills
Foster a culture of continuous learning by encouraging team members to pursue professional development, certifications, and training relevant to their roles
Promote a positive work environment that prioritizes employee well-being, work-life balance, and job satisfaction.
Continuous Improvement
Drive continuous improvement initiatives to optimize processes and enhance service quality
Contribute to the identification and implementation of new technologies or methodologies to improve managed services
Ensure cost-effective delivery of services without compromising quality.
Communication
Effectively communicate with internal teams, clients, and stakeholders
Provide regular updates on managed services delivery performance and key achievements
Risk Management
Identify potential risks to managed services delivery and develop strategies to mitigate them
Implement robust contingency plans to ensure uninterrupted service delivery
Knowledge, Skills, and Abilities
Proven experience in a Regional Delivery Lead or similar role within a Managed Services environment
Bachelor's degree in a relevant field; Master's degree is a plus
Relevant certifications in IT Service Management (ITIL) are a plus
In-depth knowledge of Dynamics 365 applications (or similar) and their integration with other enterprise systems
Strong understanding of Managed Services delivery practices (ITIL), industry trends, and regional considerations
Excellent communication, negotiation, and interpersonal skills
Analytical mindset with the ability to use data for decision-making
Proven ability to lead and motivate a diverse team
Self-motivated and able to work autonomously and as a team member
Able to prioritize competing demand and self-manage time effectively