· Responsible for end-to-end management of Production support across L1, L2 and L3 support Layers for IBM PLANNING ANALYTICS(TM1) based projects

· Develop and implement strategic roadmap for service delivery, aligning it with the organization's overall goals and objectives. Identify opportunities for service improvement and drive initiatives to enhance service quality, efficiency, and effectiveness.

· Independently handle Production support related presales activities and act as a go-to person for solutioning, RFP response and estimations

· In-depth Knowledge of Scope Doc, MSA, SOW, and estimation techniques to contribute, evaluate, and position Tiger Analytics’ solution commitments towards meeting customer needs.

· Lead and grow a competent Support organization team through effective hiring, training, goal setting, coaching, and performance evaluations.

· Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols.

· Ensure compliance with relevant regulatory requirements, industry standards, and internal policies related to service delivery. Identify and mitigate risks related to service delivery, data security, and customer satisfaction.

· Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.

· Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders

· Provide up to date management reporting on regular basis to internal and external stakeholders.

· Financial Management: Collaborate with finance and budgeting teams to manage the financial aspects of service delivery, including budget planning, cost optimization, and financial reporting. Monitor and control service delivery costs, ensuring alignment with approved budgets.

· Customer Focus: Ability to understand customer needs and expectations, build strong relationships, and deliver exceptional customer service. Skill in managing customer relationships, addressing concerns, and maintaining a customer-centric approach.

· Required Skills, Competencies & Experience:

· 10+ years of IT experience with 2+ years playing role as Service Delivery Manager with exposure the IBM TM1

· Strong understanding of the financial planning process, revenue management principles and sales finance forecasting

· Experience in working and managing IBM PLANNING ANALYTICS(TM1) projects.

· Functional Knowledge of FP&A (Financial Planning and Analysis)

· Experience in various SDM areas including Service Management, Critical Incident Management, RCA, Problem management, Change management.

· Experience in Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.

· Ability to lead, Mentor and manage Team members.

· Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills,

· Leadership and Management skills: Strong leadership abilities, including the ability to inspire and motivate teams, provide guidance and direction, and make strategic decisions. Experience in managing teams, setting goals, and driving performance.

· People Management – Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.

· Communication and Influencing skills: Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical stakeholders. Strong influencing and negotiation skills to collaborate with internal teams, customers, and vendors.

· Strong knowledge in SLA Management, Incident/response tools and Release management

· Good understanding of DevOps tools/practices, monitoring tools and automation suites

· A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI based programs.

· Continuous Improvement Mindset: Commitment to continuous learning and improvement. Ability to drive a culture of continuous improvement within the service delivery team, identifying opportunities for efficiency, automation, and process improvements