General Business

**General Business & STEC Delivery Head****Job Purpose**Oversees the development and delivery of comprehensive IT managed services for a wide range of clients in critical and sensitive industries, including government, education, military, telecom, aviation, transportation, oil and gas, healthcare, and other general business sectors. Ensures the successful implementation of complex IT projects, the ongoing support of critical systems, and the adherence to strict regulatory requirements in diverse multicultural environments.**Role and Responsibilities*** Develop and implement strategic IT managed services solutions aligned with client objectives, business goals, and regulatory requirements across a diverse range of industries.* Oversee the entire managed services lifecycle for general business sector clients, from project initiation to ongoing support and maintenance.* Lead and mentor a team of managed services professionals, providing guidance, coaching, and performance management to ensure a high-performing team.* Collaborate closely with clients to understand their unique business needs and translate them into effective IT solutions that drive business value.* Monitor service delivery performance against agreed-upon SLAs and KPIs, identifying areas for improvement and implementing corrective actions to maintain client satisfaction.* Establish and maintain strong client relationships, fostering trust, resolving issues promptly, and ensuring overall satisfaction with the managed services provided.* Proactively identify and mitigate potential risks associated with client engagements, ensuring adherence to SLAs, regulatory compliance, and data security protocols.* Manage and optimize project budgets, ensuring efficient resource allocation and adherence to financial constraints across multiple clients.* Stay up-to-date with the latest IT advancements, trends, and best practices in managed services delivery across various industries.**Qualifications and Education Requirement**
• Bachelor's degree in computer and systems engineering, Computer Science, Information Technology, or a related field.
• Bachelor's degree in computer and systems engineering, Computer Science, Information Technology, or a related field.
• 15+ years of experience in IT services, with at least 7 years in a leadership or management role.
• In-depth understanding of IT service management principles, methodologies, and frameworks.
• Proven ability to lead and motivate a team of managed services professionals, fostering a collaborative and high-performance work environment.
• Excellent communication, negotiation, and problem-solving skills.
• Strong analytical and decision-making abilities, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Proficiency in IT project management tools and techniques.
• Experience working in a multicultural environment and effectively managing cross-cultural interactions.
• Knowledge of specific regulatory requirements and industry standards applicable to the general business sector.
• Must have the ability to work in a wide range of industries with diverse requirements, regulatory landscapes, and technological advancements.
• Must have adaptability, a willingness to continuously learn new information, and the ability to handle unpredictable situations across a variety of domains.
• Must have the ability to perform strategic planning, leading a team of managed services professionals, managing critical systems for various industries, ensuring regulatory compliance across diverse environments, and mitigating potential risks.
• Must have a deep understanding of IT managed services principles, methodologies, frameworks, and best practices, as well as the ability to manage complex projects, make critical decisions, and adapt to industry-specific requirements.
• Must have the ability to interact with a diverse range of stakeholders, including team members, clients from various industries, IT infrastructure teams, other internal departments, senior management, and external vendors.
• Must have exceptional communication, negotiation, and interpersonal skills to navigate complex relationships, manage expectations effectively, foster teamwork, and resolve issues across multiple industries and regulatory environments.
• Must have the ability to recognize that his/her work results can be seen immediately or maybe delayed and be within days or weeks. The impact of his/her decisions may extend over a longer period, requiring careful consideration of long-term consequences and adaptability to industry-specific timelines. However, day-to-day operations, project management, and client satisfaction demand prompt action and measurable results across multiple engagements.
• Must have the ability to exercise significant autonomy in developing strategies, leading the team, managing resources, making decisions, and implementing improvement initiatives.
• Must have the ability to balance the need for independent decision-making with adherence to organizational goals, risk mitigation, and industry-specific compliance standards.
• Must have the ability to consider client requirements specific to their industry, business objectives, IT feasibility, budgetary constraints, regulatory compliance, potential risks associated with diverse industries, project timelines, team capacity, stakeholder expectations, emerging technologies, and industry trends across various domains.
• Must have the ability to employ sound judgment, critical thinking, strategic analysis, and an understanding of industry-specific nuances to balance multiple priorities and constraints.
• Must have the ability to perform variety of tasks, including strategic planning, project management, team leadership, client relationship management, service quality monitoring, performance improvement initiatives, risk mitigation, regulatory compliance, resource allocation, staying up-to-date with industry advancements, and managing multiple engagements across diverse industries.
• Must have the maturity to recognize that his/her errors in strategic planning, resource allocation, project management, or decision-making can lead to severe consequences, including project failures, client dissatisfaction, financial losses, reputational damage, regulatory non-compliance, and security breaches across multiple engagements and industries.
• Must have a high level of attention to detail, a commitment to quality, meticulousness, and an understanding of industry-specific risks are crucial to minimize the impact of potential mistakes.
• Must have the ability to have significant responsibility for managing and allocating budgets, team resources, and project resources across multiple engagements and industries within budget constraints.
• Must have the ability to be involved in evaluating technology investments, negotiating contracts with vendors, and ensuring efficient resource utilization while considering industry-specific requirements.
• Must have the readiness for ongoing learning and development to stay up-to-date with evolving technologies, maintain a high level of proficiency, effectively lead the team, and manage multiple engagements across diverse industries and regulatory environments.
• Must have the understanding that the work is primarily mental, but it can be stressful and demanding at times, particularly during critical projects, high-stakes decisions, dealing with demanding clients, or managing multiple engagements simultaneously.
• Must have the ability to work under pressure, manage stress effectively, maintain composure under challenging circumstances, and adapt to industry-specific demands.**Education**computer and systems engineering, Computer Science, Information Technology, or**Skills**
• Experience in multiple industries such as government, education, military, telecom, aviation, transportation, oil and gas, or healthcare.
• Experience in multiple
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