Service Delivery Excellence Manager

Ensono, Inc is a Delaware corporation incorporated 2015 and located in Downers Grove, Illinois. Ensono, Inc provides infrastructure management services that help clients address their current needs, while engineering IT solutions for the ever-changing demands of tomorrow. From current platforms to evolving technologies, we deliver results for our clients by flawlessly executing infrastructure operations so our clients can focus on what they do best. Our infrastructure management services increase security and performance while reducing total cost of ownership by an average of 15 percent. Ensono, Inc has more than 46 years of experience managing business complexity, distinguishing us from our competitors. We have managed hundreds of complex migrations and have designed solutions that address a wide range of challenges that companies are facing today. We adapt to and work seamlessly within our clients' culture and value the expertise of their employees. Our collaborative approach to meeting our clients' challenges keeps them with us for an average of 10 years. We are ranked by Information Week 500 for our technology innovation and by the Uptime Institute for 100% availability. We are headquartered in Downers Grove, Illinois and currently have 2,100 associates.

Workforce Manager

Roles & Responsibilities:

• WMG’s objective is to enable timely resource fulfillment through internal movement or external onboarding in collaboration with TA function or Partner network
• WMG manager would act as a SPOC for facilitating Services resource fulfillments in his/her assigned region, with an earmarked focus on bringing cost effective and niche talent for Services business
• Develop a robust partner network to facilitate along with TA for timely onboarding and resource fulfillments.
• Create, maintain, publish reports/dashboards and provide insights on key metrics of success, risks/areas of improvement
• Drive the Monthly Vendor Performance reviews along with the TA team
• Drive reviews along with TA, Partner and highlight matters with timely communication to relevant stakeholders as required to close-loop
• Closely working with the Training Head to develop effective on-boarding strategies across the organization and with an objective of creating a great onboarding experience for the new joiners
• Collaborate with HR on tenure management checks for job rotation, growth opportunities within Service Delivery and monitoring all IJP (Internal Job Postings)
• Working with internal departments and operations teams to mitigate & resolve delivery concerns / risks / issues
• Share insights & information on key measures of success & risks
• Drive process efficiency in hiring & fulfilment cycle
• Work on special projects and initiatives helping achieve Service Delivery Excellence

Skills

• Must have expertise in regional work-force management, Services Partner management, Resource planning & fulfillment, Demand-supply management, Effective utilization for optimized ‘Cost of Delivery.
• Must have excellent communication and stakeholder management skills
• Must have excellent organization & co-ordination skills and attention to detail
• Must have good knowledge of excel, SharePoint and working knowledge of BI tools
• Problem solving with Lean/ Six Sigma methodologies is desirable
• Knowledge of WFM tools & systems is not necessary but preferred
• ITIL certification desirable
• Willingness to take ownership of issues and progress to resolution
• Ability to host meetings and conference calls. 
• Diversity candidate will be preferred

Experience

• Overall 8 -10 years experience.

5 – 8 years relevant experience in TA/WFM role (managed services; cloud and/or mainframe domain/background preferred);

3 – 5 years relevant experience in operational governance / project management/ program management / quality role.

QUALIFICATIONS

Graduate in any discipline (technology domains preferred but not mandatory)

Our Values

Whether providing unprecedented solutions for clients or collaborating with each other to make unexpected connections, our teams are to exhibit these core values across every endeavor:

Honesty - We’re transparent and accountable

Reliability - We deliver on our promises

Collaboration - We thrive as a team

Curiosity - We relentlessly innovate on behalf of our clients

Passion - We love what we do and share our enthusiasm

Primary Location City/State:

Pune, IN - Qubix, Maharashtra

Additional Locations (if applicable):