.**Responsibilities**- Guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance implementing a process for tracking progression from goal setting, mid-year reviews and end of year evaluations to support individual, team and organizational performance- Always practice proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented- Creating performance dashboards with defined KPI's, means of measurement and review the same in regular service review meetings with stakeholders- Analyzing the monthly trends and sending reports to Customers including providing regular updates and RCA's- Tracking the Budget of the Function and identify areas of Cost Saving/Optimizaion- Responsible for Improving Change Management metrics- Hosting/ Chairing the Change Control Reviews- Finding the scope improvement by initiating the Lean/Six Sigma projects to add the efficiency in to Change Mgmt process- Work closely with the domain Leads to identify and implement Service Improvements in Change Management- Track and manage risks, issues, actions related to Change management**Key Technical Requirements**- Must have experience in designing/implementing/Managing solutions in common compute areas like Active Directory, O365, Virtualization, Proxy, EUC, Systems Management Tools, Cloud services- Exposure/Understanding of Infosec tools like AV, DLP, Patch Management, Vulnerability Management etc.- Understanding of Ticketing system and associated changes impacting functional operations- Understanding of Scripting/Application packaging/Automation tools- Conceptual Knowledge of Desktop Virtualization products- Experience of Infrastructure Services Management**Qualifications****Preferred qualifications**- Strong Leadership/ Team Building / Decision Making attribute- Must have leveraged analytics, Knowledge management, technology/Automation- Demonstrated success in managing delivery operations in a global model with more than 10K FTE running in a 24x7 model