Head Of Technology Operations
Deluxe Entertainment
Bangalore, KAThis was removed by the employer on 7/11/2019 5:37:00 AM PST
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Full Time Job
The Head of Technology Operations, India is responsible for the vision, direction and leadership of India IT including Corporate IT teams and Distribution Production Support and Production Engineering teams located in Bangalore and Pune. The Head of Technology Operations, India works in concert with the Enterprise IT Service Leaders to ensure service delivery targets are met and that projects are completed. Services managed include: Global Service Desk, Network Operations, Telecom Services, Virtualization, Messaging, NOC, Transmission, Security, and SAP and other Corporate Applications support and development.. This position reports into the CIO with dotted line reporting to the Bangalore Managing Director.
Works closely with the Bangalore Managing director and is responsible for ensuring that India IT personnel are effectively managed, and they represent and resolve local concerns, recommendations and issues.
Position Responsibilities:
• Work with the Distribution Business Leadership and Corp IT Service Leaders to prioritize initiatives across work areas and effective resource planning.
• Develop a practical and working knowledge of the business platforms and workflows interacting with key business partners to ensure service delivery.
• Motivate, lead and develop a team of diverse individuals with a variety of experience levels and skill sets.
• Ensure team is service delivery focused, manage team performance, track effectiveness and control the quality of service delivery.
• Oversee any local IT projects and initiatives.
• Participate in and help develop an effective follow the sun support model with other regions.
• Provide leadership direction for the overall strategic technology plans, system design, and implementation.
• Ensure alignment between IT organizations across India.
• Ensure and communicate regional IT plans, policies, governance and standards are aligned with centralized IT.
• Ensure IT system operation adheres to applicable laws and regulations.
• Oversees all technology related procurement, including hardware and software acquisition and maintenance contracts, the development and evaluation of business cases, RFPs, contract negotiation, vendor performance, cost management, and pursue master agreements to capitalize on economies of scale.
• Establish and maintain stakeholder and strategic supplier relationships which meet business requirements.
• Participate as the regional representative on Deluxe Technology Governance Council representing the India Region.
• Accountable for all planning, project management and implementation leadership, identifying opportunities for automation, cost savings, and service quality improvement.
• Work closely with and manage vendor partner relationships.
GOVERNANCE:
• Collaborate on policies and standards with the Corp Service Leaders and Security to ensure they support regional needs, ensure adherence to these policies and standards.
• Implement the Global deluxe security policy to ensure local compliance against global audit standards and specific client audit standards.
• Collaborate on initiatives focused in the remediation or mitigation of any security gaps found in any audits or assessments.
• Collaborate on policies and standards with the Corp Service Leaders and Security to ensure they support regional needs, ensure adherence to these policies and standards.
• Implement the Global deluxe security policy to ensure local compliance against global audit standards and specific client audit standards.
• Develop and apply consistent, service delivery processes that are regularly updated.
• Participate in developing the long-term technology strategic roadmap.
• Develop departmental KPIs and manage and report to these metrics.
• Develop service catalogs and SLAs for services provided.
• Effectively applies established methodology and enforces standards.
ORGANIZATIONAL/OPERATIONAL MANAGEMENT
• Develop department Cap ex and Op ex budgets and forecasts.
• Ensure team is structured and resourced to meet service delivery objectives.
• Provide leadership and management of staff, including mentoring and career development.
• Manage vendor relationships and contracts.
• Optimize resourcing to meet service delivery and cost objectives, through use of managed services, offshore resources, contractors.
• Ensure cross training and documentation is in place to meet service delivery objectives.
• Set and adjust priorities effectively; remove barriers and act with an appropriate sense of urgency.
• Lead candidate searches, interviewing, and selection to fill open positions.
Qualification Requirements
Core Skills / Requirements
• Excellent verbal and written communication skills
• Strong understanding of ITIL, ITSM required
• Excellent client relationship skills
• Expert planning and organizing, decision-making and problem-solving skills
• Proven track record leading Service Desk, Data Center, Infrastructure, Applications and Network teams
• Knowledge in Network Technologies, TCP/IP, DNS, SMTP, DHCP, Active Directory, Exchange, Windows Clustering, Storage Solutions and Virtualization Technologies.
• Knowledgeable on current Data Center related technologies in a highly available environment
• Very detail oriented and organized
• Strong interpersonal and diplomacy skills
• Strong troubleshooting and critical thinking skills in a 24/7 environment
• Demonstrated ability to conceptualize, launch and deliver multiple IT projects on time, delivering expected business results
• Experience developing long-term strategies and influencing leadership decisions
• Familiarity with IT Security, Release, Configuration and Change Management
• Works well under stress with tight timelines for deliverables
• Possesses high level team building and leadership skills, with ability to multitask in a fast changing environment.
• Working knowledge of implementation and use of Microsoft Office 365 Suite: Excel, Word, Access, PowerPoint, SharePoint, OneDrive etc.
• Strong understanding and experience with SDLC methodologies.
• Understanding of Public & Private Cloud setup and IT Automation.
Education
/ Experience:
• 15 years of experience progressive leadership roles within information technology with track record of supporting a broad IT organization.
• Bachelor's degree in Information Technology, Engineering or a related field, or equivalent work experience.
• Experience in a global organization required.
• Experience in media and entertainment industry preferred.
• Experience in outsourcing and managed services environments preferred.