Global Technical Services Manager

9 hours ago


Lahore, Punjab, Pakistan ITC WORLDWIDE Full time
Leadership Role Overview

The ITC Worldwide Delivery Director will be responsible for overseeing the management and delivery of large CRM and ERP implementations, ensuring delivery quality and performance across the Americas and EMEA.

This leadership role is accountable for managing and delivering a portfolio of large CRM and ERP implementations, with a focus on on-time and on-budget delivery that successfully delivers on customer outcomes.

The successful candidate will be responsible for ensuring effective standards, processes, and tools are in place to deliver high-quality results. They will drive quality through a team they will directly manage.

The goal is to ensure successful delivery of complex and large Dynamics implementations, with a focus on delivery excellence, customer satisfaction, and services revenue.

Key Responsibilities:
  1. Manage a fiscally responsible practice and deliver on Delivery Margin through Modern Delivery levers and the right mix of delivery resources/capabilities in each location/customer.
  2. Drive and be responsible for the team's billable utilization goals.
  3. Build a high-performing and sustainable delivery practice focused on customer success.
  4. Hire the right talent to meet the demands of the practice to support business growth.
  5. Collaborate effectively with Area/Sub Services leadership (Sales/AAD) to deliver on business goals aligned to customer outcomes and financial management of the delivery portfolio.
  6. Manage a healthy delivery portfolio through portfolio governance and oversight of all services delivery activities.
  7. Act as project sponsor to key customers as required by the business.
  8. Partner closely with the Managing Architects and Global Pursuit team to ensure the right people are doing the right work at the right time.
  9. Direct involvement with customers when necessary to provide executive support on key engagements and business development opportunities.
  10. Recognize and develop team members' strengths, aligned to capability needs, resulting in strong delivery results.
  11. Drive technical and professional role readiness across their team.
  12. Consistently achieve and frequently surpass personal and team goals from quarter to quarter.
  13. Manage areas of fiscal responsibility, staying within budget, and effectively staffing and managing resources.
  14. Generate an inclusive workgroup environment that encourages cross-group collaboration.
  15. Communicate vision, business direction, and workgroup core priorities.
  16. Demonstrate and drive valuable customer partner interactions.


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