Infrastructure Client Relationship Manager (iCRM) India - Vice President

Job Title

Infrastructure Client Relationship Manager (iCRM) India: VP (Vice President)

Role Summary & Role Description

State Street’s GTS - Technology Platform Engineering & Operations team is looking to hire Infrastructure Client Relationship Manager (iCRM) to manage the business relationship across multiple business units across locations in India. The Infrastructure Client Relationship Manager is responsible for liaising effectively with all business entities, Technology groups and external vendors to manage ‘account level’ governance across location in India and providing first class service. The role includes acting as the primary contact for the business and the conduit for all Global Technology – Business interaction, bringing a standardized service offering to the business in India. Also, partner in planning, execution, and management of all aspects of the transition, and transformation projects, including budgeting, scheduling, resource allocation, and risk management. In doing so, they will act as an advocate on behalf of the business to ensure solution designs conform to business requirements (from a non-technical standpoint) and set appropriate expectations with the business with regards to demands service levels.

The iCRM will be an escalation point for service issues and may tactically support the resolution of issues by facilitating the process / helping to coordinate actors.

The iCRM will also focus on delivering “One Infrastructure” to the clients, in part by owning the client engagement model and educating the business on “the art of the possible” with regards to Infrastructure solutions. The iCRM requires strong leadership and organizational skills, as well as excellent communication and problem-solving abilities.

• What you’ll do:

Service Delivery Management

• Work cross functionally, across the technical towers, to monitor and ensure delivery within the Service Level Agreements. Tracks and reports against established metrics. Manage performance dependencies across peer IT infrastructure organizations. Escalate appropriately to resolve service delivery issues. Provide actual delivery metrics and work with the customers to provide reporting to the business through the Service Level Management framework.

Business Acumen

• Demonstrate a strong understanding of the business lines that they support, including interdependencies and interactions with other business lines across the organization.

Strategic Management

• Help drive business strategies and outcomes as well as maintain relationships with Business Contact point
• Understand current and planned business processes, their criticality and requirements for GTS Services and continually raise awareness

Financial Planning & Control

• Create Global Demand request for newly approved Tech Plan projects and ensure that the Global Demand process model is followed. 
• Gather Business Customer requirements for annual budget planning
• Advocates transparency in financial planning and cost allocations for infrastructure service delivery and support.  Works collaboratively with IT peers, business and finance with expense management.

Service Delivery / Technical Expertise

• iCRMs are engaged when incidents reach the 2nd point of escalation and assist during incident escalations and help navigating between IT support towers as well as assisting fixing incidents when appropriate.
• Work with the business to obtain a clear understanding of the internal / external customer requirements. Provide technical expertise as an infrastructure SME both vertically and horizontally across towers at the local, regional and global levels. Work with technology towers around the region/globe, peer IT organizations, and vendor partners, to deliver end to end technology solutions to the business that are aligned with the global architecture framework and standards. The iCRM is responsible for delivery of the IT services to their business areas across the region.
• Monitor customer service trends and works collaboratively with infrastructure service providers to create solutions which add long-term value to the business.
• Conduct monthly business reviews across the business units

Negotiation/Influencing

• Negotiates the alignment of infrastructure resources (within and outside his/her management) for completion of deliverables and problem resolution.

Communication

• Communicating corporate strategies, partner with global iCRM community to align and communicate activity across business lines.

People Management

• Ensures both effective operations within the team, and support to business lines across India. Responsible for ensuring our clients have a consistent positive experience through the use of technology that meets their needs.

Core/Must have skills

• 9+ years’ experience working in an IT service delivery or service level management role as a senior leader, preferably with Financial Services experience in an international firm, with 18 +yrs of overall experience.
• Bachelor’s degree and ITIL framework foundation
• Strong Verbal and written communication and presentation skills Strong leadership, communication (verbal & written), interpersonal, presentations skills.
• Strong understanding of Asset Servicing / Management industry, it’s products and regulatory environment
• Strong understanding of business continuity planning / disaster recovery from a technology perspective
• Vendor management experience
• An ability to articulate technology matters with the business and vice versa.
• Focus and desire to deliver high quality service.
• Must be able to establish and report on key performance indicators.
• Ability to work in a high pressured and time sensitive environment
• Proven track record of building and maintaining inter- and intra-team relationships.
• Ability to lead teams and collaborate with cross-functional teams including internal and external stakeholders.
• Attention to detail and a commitment to delivering high-quality solutions
• Ability to analyze data and create MBR reports
• Needs to be motivated and a good communicator with proven relationship building skills. One that can work in a fast-paced environment whilst delivering the expected quality of work.
• Must have a broad and sufficiently deep understanding of enterprise technologies including Network, Firewall, Client/Server, Database, and Backup/Restore and Core DC infrastructure

Personal Trait

• Excellent organizational skills
• Strong written and verbal communication skills
• Able to multi-task and prioritize tasks
• Excellent technical and problem-solving skills
• Ability to collaborate with other departments Ability to interact successfully with all levels of the customer organization
• Manage conflict and negotiate effectively
• Customer relationship skills

Good to Have Skills

• Management of a 3rd party support service operation
• Audit and risk controls
• The role also includes project/transition work so good logical organization skills are a must
• Financial \ Budget forecasting \ Demand Management
• Service delivery management
• Analytical skills to identify trends
• Vendor management experience
• Ability to interact successfully with all levels of the customer organization
• Verbal and written communication and presentation skills
• Manage conflict and negotiate effectively

Work Schedule

Location – Bangalore or Hyderabad or Pune

Keywords (If any)

#ITclientrelationshipmanager #servicedelivery #iCRM #ITmanager

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