Technical Project Lead

Job description

ANSR is hiring for one of its clients.

About Us:

ArcelorMittal was formed in 2006 from the strategic merger of European company Arcelor and Indian-owned Mittal Steel.

Over a journey of two decades, we have emerged as the world's leading steel and mining company, exerting our influence across 60+ countries with a robust industrial footprint in 18.

We are a global team of 158,000+ talented individuals committed to building a better world with smarter low-carbon steel.

Our strategies are not just about scale;
they're also about leading a transformative change where innovation meets sustainability.

We supply to major global markets—from automotive and construction to household appliances and packaging—supported by world-class R&D and distribution networks.

ArcelorMittal Global Business and Technologies in India is our new hub of technological innovation and business solutions.

Here, you'll find a thriving community of business professionals and technologists who bring together diverse and unique perspectives and experiences to disrupt the global steel manufacturing industry.

This fusion ignites groundbreaking ideas and unlocks new avenues for sustainable business growth.

We nurture a culture fueled by an entrepreneurial spirit and a passion for excellence, which prioritizes the advancement and growth of our team members.

With flexible career pathways and access to the latest technology and business tools, we offer a space where you can learn, take ownership, and face exciting challenges every day.

Head of Offshore Service

What does the job entail?

The GCC Lead Bremen will have end-to-end accountability for the quality of service provided to IT and business from the GCC offshore team dedicated to Bremen.

A primary target is customer satisfaction and meeting the Service Level Agreements / Experience Level Agreements.

Key Responsibilities:

• Service Delivery Management: Manage and coordinate the availability and functionality of application in scope from offshore teams in GCC India to ensure they meet the expectations and needs of the business and the IT demand in Bremen;
  drive service review meetings covering performance, service improvements, quality, and processes;
  create and implement strategies for service delivery optimization and service improvement plans.
• IT Process Management: Develop and implement service delivery standards and processes within IT operations, maintenance and application enhancements within the frame of ArcelorMittal Bremen IT and ArcelorMittal IT4IT and ensure they are adhered to by the GCC India teams.
• Team Management: Lead the offshore team in GCC India;
  make job descriptions, work with recruiting and HR GCC, phase-in, train, agree development targets and goals, organize teams, manage time and and on-call, do performance rating, manage interpersonal issues, manage personal development, phase-out team members and preserve knowledge.
• IT Relationship Management: Work closely with IT Demand to understand their needs and ensure these are met.
  
  Maintain strong relationships with vendors and service providers to ensure that their services are delivered in accordance with the agreed terms and conditions.
• Performance Monitoring: Monitor and report on the performance of applications in scope and take action to correct any deviations.
  
  Oversee the resolution of complaints, issues and problems relating to the applications in scope.
• Compliance and Security: Ensure all processes comply with relevant laws, regulations, and ArcelorMittal company policies;
  plan and manage budgetsfor the applications and processes in scope.
• Team Coordination: Coordinate with ArcelorMittal Bremen IT managers and staff to ensure seamless delivery of services for applications to the business.
  
  Identify opportunities for improvement in the delivery of services, and implement changes as needed.

Specific to Offshore:

• Effective Communication: Establish clear communication channels and maintain close regular contact with offshore teams to ensure alignment and understanding of goals and expectations in collaboration between onsite and offshore team members.
• Cultural Awareness: Demonstrate cultural sensitivity and awareness to bridge any cultural gaps and foster a collaborative working environment.
• Time Zone Management: Efficiently manage time zone differences to ensure smooth coordination and timely delivery of services.
• Performance Tracking: Implement performance tracking mechanisms to monitor the productivity and quality of work delivered by offshore teams.
• Agile Methodologies: Utilize agile methodologies to manage offshore teams, ensuring flexibility and adaptability in project execution and application enhancements.
• Resource Allocation: Ensure that offshore teams have the necessary resources and support to perform their tasks effectively.
• Conflict Resolution: Address and resolve any conflicts or issues that may arise within offshore teams promptly and effectively.

Who are we looking for?

Qualifications:

• Education: Bachelor's degree in computer science, Information Technology, or a related field.
• Experience: Minimum of 10 years of experience in IT service delivery management and support with a focus on application services.
• Strong written and verbal communication skills with fluency in English.
  
  German is a plus.

Technical skills:

• Skills: Strong understanding of IT service management, applications management, excellent project management skills, and a passion for delivering top-notch customer service.
• Extensive experience in implementing and improving ITIL processes and procedures ideally with ITIL certifications (v3 or v4)
• Ability to understand IT concepts and translate into business language and vice versa
• Working knowledge of ServiceNow
• Leadership and delegation
• Communicative with all stakeholders
• Capability to build and maintain a working and motivated organization
• Problem solving and decisions taking mindset

Managerial skills:

• Experience in Service Delivery Management in a multi-cultural and complex environment Europe-India
• Ability to manage positive relationships with stakeholders
• Ability to manage people and teams to maximum performance
• Proven knowledge of agile methods and it’s implementation in daily operations

Required Skill Profession

Computer Occupations