invenioLSI Careers

Success in this role is measured by such things as:

• Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations).
  
• Stakeholder Management and Relationship (Customer Feedback).
  
• Team Happiness Index (360degree feedback).
  
• CSAT Score.

• Manage team proactively, guiding team members on processes and business.
  
• Onsite team management.
  
• Manage remote teams and offshore team.
  
• Define shift roaster and manage team in different shifts including 24X7.
• Become single point of contact for the team members.
  
• Become communication bridge between team and customer.
  
• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines.
• Represent InvenioLSI with customer, vendors and other project team members.
  
• Display time management skills.
• Manage team turn-over, minimize regretted attrition, minimize transition impact.

• Manage Incident Resolution.
• Drive steering committee meetings at regular intervals.
• Drive fast decision making or escalate to appropriate levels for a proper action.
• Measure SLAs, Process improvements and review with customers/stakeholders.
• Manage SLA Adherence.
• Submit weekly, monthly reports to all stakeholders.
• Measure and report commercials and manage gross margin.
• Engage in tickets identification by processes, solution design, prioritize and resolve.
• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams.
• Manage, identify risks / issues, communicate in advance any infrastructure related issues.
• Initiate Customer Satisfaction survey as defined by the company.
• Bring efficiency in the processes and demonstrate the value to the customer.
• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate.
• Daily meetings with customer team. Coordinating with weekly account level meetings.
• Escalation of potential service delays or issues to Customer.
• Ensure adequate knowledge transition of current work activities.
• Identify and own requirements for change orders.
• Resolve customer escalations within the defined escalation matrix.
• Advise on the design, configuration changes for continuous improvement.

• Define and enhance internal processes in the areas of incident management.
  
• Apply ITIL Process and lead the team in process compliance.
  
• Adherence to internal compliances and external compliances.
  
• Support internal and external process audits.
  
• Create quality awareness in the team and drive towards quality resolution of incidents.

• Lead by Example.
  
• Need to mentor less experienced peers, and get mentored by more seniors/principal consultants/Customer counterparts.
  
• Identify the training needs and ongoing team development.
  
• Develop individual development plan for the team members.
  
• Motivate the team and influence positivity on the customer and InvenioLSI.
• Motivate team members and encourage ideas and innovation.

• Manage Incident resolution to support customer business functions.
• Optimum utilization of resources in the service delivery.
• Performance management, talent development and succession planning AMS consultants.
• Smooth day-to-day operation of the Service Delivery.
• Knowledge management of AMS consultants to enable seamless service delivery.

• Graduate in Engineering, Sciences, or Business. 
• Post graduate in Management preferred. 
• ITIL Certification strongly preferred. 
• Experience of 4-6 years or above in IT consulting or services.
• Minimum experience of 2 years in a service delivery management role.
• Must have been involved with managing IT projects or service delivery.
• Technical background and ability to converse with the consultants at a technical level.
• Well versed with industry trends, tools & technologies in SAP Service Delivery.
• Experience of having set up AMS Team.
• Experience in managing customers.
• Experience in working with Offshore and Remote Teams.
• Experience leading creation of processes, templates and reports.
• Excellent communication and presentation skills.
• Managed consultants, groomed and mentored.
• Manage and enhance the relationships with the customer team.
• Experience in crisis management.
• Excellent English

• Communication: Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• Inspiring Others: Motivating individuals toward higher levels of performance that are aligned with the organization’s vision and values
• Driving Change: Driving organizational and cultural changes needed to achieve strategic objectives
• Driving Execution: Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield                                   measurable and sustainable results.
• Building Organizational Talent: Establishing systems and processes to attract, develop, engage, and retain talented individuals; creating a work environment where people can realize their full potential, thus allowing the                                                                          organization to meet current and future business challenges.
• Customer Orientation: Ensuring that the internal or external customer’s perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing                                                 service practices that meet customers’ and own organization’s needs; promoting and operationalizing customer service as a value.
• Strategic Planning: Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal; committing to a course of action to accomplish a long-range goal.