Partner Operations Manager

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Date: 11-Jun-2022

Location: Bangalore, KA, India

Company: Alstom

Req ID:279561 

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 70000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.   

OVERALL PURPOSE OF THE ROLE:

The Partner Operations Manager is responsible for day-to-day governance of our partners service delivery performance, operationalizing the contract, managing critical incidents and supporting business continuity. He will be also the Project Manager for the global project on the Local Operations. The role is designed as a part of the Local Ops organization to have central partner governance and act as a SME for the regional teams to develop and implement global processes as far as possible.

                       

 

RESPONSIBILITIES:

 

  • Manages the operational business relationship for the local onsite support services with the global strategic partner(s) of Alstom.
  • Conducts and reviews highly complex operational analysis to maintain the performance of the support provided by the Partner and the Local Operation team
  • Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues of medium to high complexity, in support of the business requirements globally and regionally.
  • Represents the partner needs and provides business requirements to projects of moderate to high complexity.
  • Prepares and runs operational performance reviews with the partner and supports improvement plans.
  • Consults and advises on operational matters to internal regional stakeholders at peer levels and above.
  • Proactively communicates operational process changes to partners and internal clients; supports the implementation phase.
  • Define and monitor component services delivery in line with service level agreements
  • Defines the transition to operations of new services and how these are integrated to deliver a service that meets business requirements, and communicate the same to all stakeholders.
  • Review and support the operational planning and delivery of new component services in response to new service requests.
  • Advising and coaching supplier delivery staff and team
  • Be aware of all operational problems in the component services, provide advice and take accountability for sustainable resolutions.
  • Agree and monitor the execution of sustainable resolutions to proactively ensure that problems/situations and systemic issues are addressed
  • Manage conflict resolution and maintain balance between operating the contract and business at the centre.
  • Manage global projects that impact the Local Operations as a project manager, like PC Refresh
    • Adapt the approach and the guidelines to achieve the target for the refresh
  • Following the RFP, operationalizing of the new Partner and the transition with all the Local Operation team in the region and with the partner
    • Follow the roadmap defined for the transition
    • Keep the level of support at the highest level during the transition, with very limited disruption for the business

 

Qualifications & Skills:

 

EDUCATION

 

  • Graduated with a Bachelor’s degree in Engineering, Science or Technology
  • ITIL certification(s) will be an advantage

 

BEHAVIORAL COMPETENCIES:

 

  • Fluent in English, the candidate should be able to work with autonomy in a multi-cultural environment and ready to face the challenges that Alstom has to offer.
  • Ability to collaborate, influence and motivate cross-functional teams
  • Ability and flexibility to adapt to change, including shifting and competing priorities
  • Demonstrate a strong customer, quality, cost and delivery focus
  • Demonstrate collaborative work  approach with strong abilities in relationship management
  • Ability to balance between business decisions executed in agile fashion, while ensuring upholding contractual commitment from the suppliers
  • Ability to manage a project
  • Ability to work with a partner in a transition phase : “Collaborative” and “leadership”

 

                                      

TECHNICAL COMPETENCIES & EXPERIENCE 

 

  • Should have at least 10-15  years of experience in  IT, preferably in areas like on-site support or service desk
  • Hands-on  experience with end-user related technologies / domains is an added advantage and preferred
  • Should have  good communication, strong general management and inter-personal skills
  • Demonstrates strong overall understanding of mainstream IT systems, hardware, software and practices in order to effectively implement and support IT and End User Community.
  • Should have sound understanding and relevant experience in managing ITIL processes and framework
  • Should have good experience in IT team management 

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers.  We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.   

 

 

Job Type:​Experienced​


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