What are the responsibilities and job description for the Service Delivery Director position at LTIMindtree?
Location: Seattle, Washington, United States
Reporting to: Head of Service Delivery (Utilites) at LTIMindtree
About Us:
LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale.
For more information, please visit www.ltimindtree.com.
The role is responsible for Utilites Service Delivery Applications Support engagements in digital transformations related to large multi service-line engagements/projects.
This role will be a critical member of LTIMindtree's Utilites Service Delivery Organisation
Experience
Application support - Service Delivery Director.
Leadership and Team Management:
- Lead and motivate a team of application support engineers and technicians.
- Provide guidance, mentorship, and professional development opportunities.
- Manage performance, conduct regular reviews, and address any issues.
Service Delivery and Quality:
- Ensure timely and accurate resolution of application support issues.
- Monitor and analyze key performance indicators (KPIs) and service-level agreements (SLAs).
- Identify areas for improvement in application support processes and implement solutions.
- Ensure adherence to industry best practices and standards, with a focus on the Utilities sector.
Process and Resource Management:
- Develop and implement application support processes and procedures.
- Manage incident, problem, and change management processes.
- Continuously review and improve application support processes to enhance efficiency and effectiveness.
- Manage the application support budget and resources effectively.
- Ensure adequate staffing and skills within the team.
- Plan and allocate resources for application support activities.
Client Stakeholder and Customer Management:
- Communicate effectively with internal and external stakeholders, including business users, IT management, and vendors.
- Gather and analyze user feedback to identify areas for improvement.
- Build and maintain strong relationships with key stakeholders, particularly within the Utilities industry.
- Relate to customers' needs and understand their requirements beyond what is explicitly stated.
- Present and discuss solutions with CXOs and other senior stakeholders.
Technical Expertise and Project Management:
- Maintain a strong understanding of the applications and technologies supported.
- Stay up-to-date with industry trends and best practices, especially those relevant to the Utilities sector.
- Provide technical guidance and support to the team.
- Be well-versed in Application Management Services (AMS), Application Development Services (ADS), implementations, and enhancements.
- Manage application support projects, ensuring they are delivered on time and within budget.
- Develop and implement project plans and timelines.
- Monitor project progress and identify and address any risks or issues.
Large RFP Management:
- Manage and drive RFP processes, including crafting compelling messaging.
- Ensure the organization’s capabilities and solutions are effectively communicated during RFPs.
Operational Responsibilities:
- Lead and manage the application support team.
- Oversee the planning, execution, and closure of application support projects, ensuring they are delivered on time and within budget.
- Address and resolve service delivery issues, ensuring minimal disruption to users.
- Ensure business and technology teams are ready to adopt new applications and solutions as they launch.
- Maintain and document processes, ensuring they are well-documented and followed consistently.
- Promote a culture of continuous improvement, encouraging innovation and identifying opportunities to improve service delivery processes and performance.
Pay Range:
Base Salary: To be discussed
Benefits and Perks:
- Comprehensive Medical Plan Covering Medical, Dental, Vision
- Short Term and Long-Term Disability Coverage
- 401(k) Plan with Company match
- Life Insurance
- Vacation Time, Sick Leave, Paid Holidays
- Paid Paternity and Maternity Leave
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
