Amit Kumar

· Responsible for managing overall governance and health of IT Service delivery operations of all the ITIL processes

· Understand business drivers, customer strategy, and act as the face of the customer to the Service Providers

· Maintains a relationship with Service Provider and Customer Management

· Understanding of Agile and DevOps and aligning the process with the organizational goals and objective

· Overall setup of IT Services and roles played by various Service Providers

· Supplier agreement and Governance to ensure suppliers are delivering work as agreed in the agreement.

· Build the SIAM Target Operating Model, align roles, interfaces with the relating functions

· Analyze, understand, and continuously manage interdependencies within the Service Providers for smooth Operations

· Establish and maintain strong, productive, and collaborative relationships with the Service Providers

· Handle Dispute Management and Escalation Management to ensure smooth Operations

· Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements

· Manage the finance to ensure the service running cost is estimated and budgeted well, considering all required upgradation and End-Of-Life management

· Ensure the ideas keep coming for Continuous Improvement, monitor the progress and communicate the benefits to customer

· Setup required Governance to ensure process and operations performance is reviewed at various levels e.g. Operational, Tactical and Strategical

· Mentors SIAM team, defines and coordinates day-to-day responsibilities of service management staff

· Provides subject matter expertise and leadership in service management

· Managing project life cycle, planning for customer specific requirement implementation and rolling out to production.

· People Management, and responsible for offshoring and implement GDM plan for better operating margins.

· Responsible for utilization and productivity improvement of project team.

· Release Management – Release Planning, Execution and Deployment

· Risk Management, Stakeholder Management, Conflict Management and Time Management,

· Key member of management team to decide the product roadmap in-line with customer needs.

· Ensuring end to end management of projects from conceptualization and visualization to technology mapping and final execution of projects; managing and leading team members; allocating resources among team members and guiding them during the project till the final delivery.

· Holding review meetings to monitor progress of the project as per the schedule, and ensuring timely completion and delivery of the project to the client; delivering and implementing the project as per scheduled deadlines; planning and coordinating post-implementation and maintenance support to the technical support team and client.

Implementing project plans within deadlines, ensuring customer satisfaction and getting repeat /new business; evaluating the right vendor based on client requirements and negotiating the cost with the vendor.