Responsibilities

Purpose

We are seeking a highly skilled and motivated IT manager to join our IT team. As the Director IT Applications team focusing on all business applications used by the PKI commercial teams located in Pune, India, for our business applications, including Salesforce.com, ServiceMax, eCommerce platform, and many others - you will play a crucial role in bridging the gap between our IT department and the business units utilizing our IT services. Your primary responsibility will be to drive transformation, innovation, and create additional revenue streams by leveraging technology, while ensuring stable day-to-day services with high reliability. This role reports into the VP IT Applications and takes responsibility for all business applications used by the PKI commercial teams.

Responsibilities

• Strategic Planning and Roadmap Development:
  • Collaborate with business stakeholders to understand their needs, objectives, and challenges.
  • Develop a strategic roadmap for the commercial applications, aligning it with business goals and IT capabilities.
  • Identify opportunities for leveraging technology to drive transformation, innovation, and create additional revenue streams.
• Service Ownership and Delivery:
  • Serve as the primary point of contact and subject matter expert for the commercial applications.
  • Ensure the effective and efficient delivery of IT services related to the commercial applications.
  • Define and maintain service level agreements (SLAs) and key performance indicators (KPIs) for the applications.
  • Monitor and manage the performance, availability, and reliability of the applications.
  • Collaborate with cross-functional teams to resolve incidents, problems, and service requests promptly.
• Business Relationship Management:
  • Establish strong relationships with business units, acting as a trusted advisor and partner.
  • Understand business needs and translate them into IT service requirements and solutions.
  • Regularly engage with business stakeholders to gather feedback, manage expectations, and identify opportunities for improvement.
• Transformation and Innovation:
  • Identify and evaluate emerging technologies and trends that can drive transformation and innovation.
  • Collaborate with business units to develop and implement technology-driven initiatives that create additional revenue streams.
  • Drive the adoption of new technologies and best practices within the commercial applications domain.
• Vendor Management:
  • Manage relationships with vendors and external service providers related to the commercial applications.
  • Evaluate vendor performance, negotiate contracts, and ensure compliance with service agreements.
  • Stay informed about industry trends and advancements in commercial application technologies.

Basic Qualifications

•  Bachelor's degree in Computer Science, Information Systems, or a related field.
• Proven experience owning delivery responsibility for IT applications or similar role, preferably with applications such as Salesforce.com, ServiceMax, etc.
• Strong leadership and communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Strong analytical skills to assess service performance and make data-driven recommendations.
• Ability to manage multiple priorities in a fast-paced environment.
• At least 10 years of experience leading IT Applications teams.

Preferred Characteristics

• Strong understanding of IT service management principles and practices.
• Solid knowledge of commercial application technologies and their integration with other systems.
• Experience in driving transformation and innovation using technology to create additional revenue streams.
• Strong leadership and communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• Excellent problem-solving and decision-making abilities