Director - Customer Success

As a Delivery Partner / Delivery Manager IT, your role will involve leading end-to-end IT service delivery for a large healthcare account. You will manage a team of approximately 140 resources across onsite and offshore locations, focusing on operational excellence, service quality, stakeholder engagement, and continuous improvement in a multi-disciplinary IT landscape. Key Responsibilities: - Lead and oversee 24x7 IT operations ensuring adherence to SLAs, OLAs, and KPIs. - Drive service excellence across Service Desk, EUC, Infrastructure, and Application teams. - Manage and mentor a distributed team of ~140 resources, fostering a high-performance culture focused on accountability and collaboration. - Act as the primary point of contact for client leadership and business stakeholders, providing regular executive updates and strategic recommendations. - Ensure high availability and performance of critical healthcare systems, including Network, Server, Storage, Business Applications, and Clinical Applications. - Oversee incident, problem, and change management processes to ensure rapid resolution, root cause identification, and minimized business risk. - Ensure compliance with healthcare regulations and organizational security policies, collaborating with InfoSec teams for risk mitigation. - Drive continuous improvement initiatives, automation, and operational efficiency, identifying cost optimization opportunities. - Manage vendor relationships, budgeting, cost control, and financial governance to ensure SLA compliance and value creation. Required Qualifications: - Bachelors degree or MBA preferred. - 15+ years of experience in IT service delivery with at least 5+ years in leadership roles. - Proven experience managing large-scale healthcare or enterprise accounts. - Solid knowledge of ITIL processes and service management frameworks. Technical Expertise: - Infrastructure: Network, Servers, Storage, Cloud. - End-User Computing & Service Desk operations. - Business & Clinical Applications (EHR/EMR experience preferred). - Cybersecurity, compliance, and risk management. - ITSM tools (ServiceNow or similar). Key Competencies: - Leadership & Team Management. - Stakeholder & Client Engagement. - Strategic Thinking & Decision Making. - Operational Excellence. - Problem Solving & Crisis Management. - Communication & Influencing Skills. This job is located in Chennai, Tamil Nadu, India, and offers a salary range of INR 3000000 - 3500000 per annum. As a Delivery Partner / Delivery Manager IT, your role will involve leading end-to-end IT service delivery for a large healthcare account. You will manage a team of approximately 140 resources across onsite and offshore locations, focusing on operational excellence, service quality, stakeholder engagement, and continuous improvement in a multi-disciplinary IT landscape. Key Responsibilities: - Lead and oversee 24x7 IT operations ensuring adherence to SLAs, OLAs, and KPIs. - Drive service excellence across Service Desk, EUC, Infrastructure, and Application teams. - Manage and mentor a distributed team of ~140 resources, fostering a high-performance culture focused on accountability and collaboration. - Act as the primary point of contact for client leadership and business stakeholders, providing regular executive updates and strategic recommendations. - Ensure high availability and performance of critical healthcare systems, including Network, Server, Storage, Business Applications, and Clinical Applications. - Oversee incident, problem, and change management processes to ensure rapid resolution, root cause identification, and minimized business risk. - Ensure compliance with healthcare regulations and organizational security policies, collaborating with InfoSec teams for risk mitigation. - Drive continuous improvement initiatives, automation, and operational efficiency, identifying cost optimization opportunities. - Manage vendor relationships, budgeting, cost control, and financial governance to ensure SLA compliance and value creation. Required Qualifications: - Bachelors degree or MBA preferred. - 15+ years of experience in IT service delivery with at least 5+ years in leadership roles. - Proven experience managing large-scale healthcare or enterprise accounts. - Solid knowledge of ITIL processes and service management frameworks. Technical Expertise: - Infrastructure: Network, Servers, Storage, Cloud. - End-User Computing & Service Desk operations. - Business & Clinical Applications (EHR/EMR experience preferred). - Cybersecurity, compliance, and risk management. - ITSM tools (ServiceNow or similar). Key Competencies: - Leadership & Team Management. - Stakeholder & Client Engagement. - Strategic Thinking & Decision Making. - Operational Excellence. - Problem Solving & Crisis Management. - Communication & Influencing Skills. This job is located in Chennai, Tamil Nadu, India, and offers a salary range of INR 3000000 - 3500000 per annum.