VP, Service Delivery

VP – Service Delivery, Rimini Street, India GCC

Rimini Street's Global Capability Centre (GCC) in India is seeking a Vice President – Service Delivery, to partner with delivery leaders and ensuring smooth operational support activities in a matrix organization structure.

If above sounds exciting to you, then consider joining us. The incumbent will be responsible for overseeing Manage Services & CoE's (Ex SNOW) delivery to begin with followed by (over a period of 12-18 months) overseeing other verticals in the organization, ensuring implementation of forward-looking systems and practices. The incumbent will lead a team of professionals to ensure that we have an engaged & highly performing employees, & efficient global operations, to meet current and future needs of the organization.

Reporting to the SVP & Managing Director - India, the incumbent will:

• Serve as the business partner on a wide variety of topics including service delivery, and operational excellence.
• Be an integral part of the GCC India Operations and shall serve as a thought leader on Operations to the business.
• Assist in developing strategies and processes and shall play a key role in scaling up GCC operations up the value chain

Essential duties and responsibilities include ensuring strong management and optimal performance in all areas of service delivery and operations. Other duties, responsibilities, and activities may change or be assigned at any time.

• Mindset: "Think Global and act Local" Have a global mindset and work closely with Global as well as Local Leadership team in balancing global and regional priorities.
• Programs: Drive global programs and find opportunities to take local programs to global level
• Ethics & Compliance: Carry out the duties of this position with a high degree of personal commitment and modeling of ethical behaviors. Lead the development and implementation of practices to ensure the organization adheres to ethical norms and is adhering the local and international legal requirements.
• Governance: Establish regular cadence for governance through dashboards and QBRs. Act as an executive of the company, working with the MD and the Board of Directors to ensure they have the information needed to govern and manage the affairs of the service delivery organization.
• Strategy: Enable the service delivery teams to balance people, profit and processes. Utilize Business Intelligence to analyze data to contribute to strategic global initiatives and organization-wide planning and decision making in support of GCC's Goals & Strategies. Maintain knowledge of emerging technologies (including but not limited to AI, Automation etc) and trends in global operations.
• Inspiring Leadership: Uphold our strong internal communications principles by working with the MD and Senior Leadership Team to uphold an environment of transparency and strong communication on all policies and practices. Mentor and support the growth of leaders and their teams. Act as an ambassador both within and outside of the organization for our global team.
• Optimize Resources and Build High Performance Teams: In collaboration with the global and local leaders, establish mechanism to optimize resources to their potential across the product lines within service delivery teams. Use variety of ways to build high performing teams.
• Scale up Operations up the Value Chain: Review internal processes; and deploy the most efficient methods of running the service delivery organization with an eye for risk-mitigation and/or informed risk acceptance. Seek continuous improvement, pushing GCC India towards agility including identifying and implementing new processes, technologies, and systems to improve and streamline use of resources.
• Decision-Making: In collaboration with global and local leaders, facilitate the optimization of systems and procedures by ensuring that reliable operations data, information, and knowledge are accessible as close-to-real-time as possible to key decision-makers throughout the organization including Global Leadership Team and Board of Directors.
• People Excellence: In collaboration with the India HR Head and the Senior Leadership Team, help create a culture of growth and innovation within GCC. Participate as a thought leader in driving human resource policies that support our organizational value of diversity and inclusion.

Competencies Required:

• Collaboration: Establishes and maintains effective relations with coworkers, partners & stakeholders, works collaboratively to accomplish organizational and team goals and objectives; works actively to resolve conflicts; expresses ideas and thoughts effectively; selects and uses appropriate communication methods and maintains meaningful communication including virtual teams / co-workers.
• Diversity: Takes personal responsibility for and supports others across the organization in creating and sustaining a diverse work environment where individuals are welcomed, valued, respected and supported; personally committed to attaining cultural competency including self-awareness of one's own attitudes about culture and cross-cultural interactions; exhibits the willingness and ability to engage openly and respectfully around issues of race, religion, identity and culture; upholds equity in access to sharing of information, ideas, and opportunities
• Drive: Is self-directed in one's approach to work, but asks for help when needed; holds oneself accountable; undertakes self-development activities; seeks to build and master new skills; looks for and takes advantage of opportunities within the organization
• Result Orientation: Produces a high-quality output of work, both in terms of quality and quantity; looks for ways to improve and promote quality; monitors work to ensure quality; has a personal commitment towards the Vision of the organization.
• Innovation: Focuses on desired outcomes and how to best achieve them; gets the job done; sees opportunities for creative problem-solving while staying within the parameters of good practice; sees old problems in new ways and has novel approaches to solving those problems; contributes original and/or resourceful ideas to their area of responsibility; is able to consider and articulate risks and consequences of proposed innovations and factor these into decision-making.

Additional Duties & Responsibilities:

• Other job-related duties and responsibilities may be assigned from time to time

Location:

• Hyderabad India

Education:

• Bachelor's degree in computer science or related field or equivalent experience.

Experience:

• You must have held service delivery Leadership position at least for 3 years preferably for GCC
• A qualified candidate will have either (i) a bachelor's degree (or a foreign equivalent degree) in Computer Science or a closely related technical field or (ii) MCA / M.Tech /
• Minimum of 15 years' experience in Delivery, Operations roles with exposure to Matrix environment and management role. Global management experience in multi-national business strongly required.
• Demonstrated experience in scaling up GCC service delivery operations is essential
• Experience in overseeing service delivery operations and ensuring high standards of performance and compliance.
• Understanding of global business and development trends, with an ability to anticipate future consequences of those trends and build them into long-term planning.
• Experience overseeing diverse compliance requirements, including local, and global.
• Ability to foster a creative, professional, and open management culture that empowers employees to fulfill their potential and encourages innovative thinking. Excellent capacity building, team building/management, and coordination skills and a comfort in a matrixed and global environment. An ability to delegate responsibilities effectively and coach and mentor directs and key talent.
• Ability and willingness to work in challenging and dynamic environments, and to see through challenges by being on the solutions side.

What will drive your success? Key Success Factors:

• The ability to influence without authority and quotient for ambiguity
• The ability to lead, develop, and inspire a team of professionals in a high growth, rapidly changing environment
• The ability to understand business goals as well as design and implement new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development of people
• A strong solution focus and be comfortable working in an environment which demands strong deliverables along with the ability to identify problems and drive appropriate solutions
• A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement
• Strong communication skills, experience working with remote or highly dispersed teams, and a spirit of teamwork are essential to thrive within this structure.
• Ability to establish cultural competency in partnering with racially, culturally, and linguistically diverse groups.
• Familiarity with Business Intelligence tools and a track record of successful use or incorporation of such tools in daily decision-making.