Automation Practice Lead
Bangalore, India
4d ago
  • Digital Automation Roadmap, MSP- Accountable for an industry leading digital automation roadmap for LAN, WAN, SDWAN, Voice, Security and multi cloud offerings.
  • Interacting with CXO level of our Global customers, ensure continuous market leading innovations putting Digital First at BT.
  • Responsible for building a strong pipeline of Digital Automation offerings and deliver it to MSP catalogue, helping MSP increase its revenues.
  • Measured by revenue & pipeline growth, NPS and external (customer and analyst) benchmarking and feedback.
  • Customer Deployments Assist in deploying Digital Automations across Global customers improving customer experience measured by NPS.
  • Sales enablement Responsible for training and enabling the solution hubs and front office teams and enable them to sell automation offerings.
  • Stakeholder Management : Directly manage wide range of stakeholders, including MO, Simplify, Design teams and automation developers and serve as liaison with our Business Technology and partner development teams, security and compliance teams, and the business customers
  • Collaborates and interfaces with other teams within MSP, CIO and Product line to scope and requirements workshops, briefs, development and testing processes and user experience reviews to ensure quality of digital experience.
  • Assist in continuous optimization and process improvement of projects.
  • Serve as an escalation point for all technical and architectural issues.
  • Supports the wider Managed Services Propositions team and contributes to the achievement of performance metrics.
  • Monitors and identifies opportunities to optimize experiences across a variety of products and services across LAN, WAN, SDWAN, Voice, Security and Cloud solutions.
  • Be tech savvy - You partner with other areas of the business and other organisations to understand new technologies and how they can be used to enhance the service.
  • You'll have the following responsibilities

  • Improvement focus - You coach and empower teams to anticipate and analyse obstacles in work processes. You support them to develop solutions and implement ways to improve processes and make things more efficient.
  • Product management - You ensure policies and guidelines are being followed to manage a product / product categories from inception to launch.
  • You evaluate and review performance to identify opportunities for improvement, cost optimisation and migration and / or retirement.

  • Customer insight - You build and apply deep knowledge of our customers, their context and preferences. You analyse and evaluate data to identify and maximise service capabilities
  • Measuring effectiveness - You set up key measures to track operational performance against the Managed Service Capabilities.
  • You lead the review, analysis and interpretation of data to generate insights for decision-making.

  • Service design and delivery - You define, design, and work with the portfolio development team to deliver Managed Service capabilities and touchpoints in the customer journey to enhance the customer experience.
  • You analyse gaps in current capability and customer experience to identify ways to put customers at the centre of service design and deliver benefits to optimise the service experience.

  • Customer experience (UX / CX) design - You act as the customer advocate during the definition and design process taking a customer-centric perspective to develop service capabilities that meet customer needs and contractual obligations.
  • You work closely with the UX / CX teams through gathering customer feedback, prototyping and usability testing.

  • Employee experience (EX) You act as the employee advocate during the definition and design process ensuring capabilities deliver efficient processes and capabilities through systems, process and automation.
  • You'll have the following skills & experience

  • Should have led automation and digital integration development programs
  • Good knowledge of SNOW, BMC tools, API, Cloud solutions and core networks.
  • Strong problem-solving and analytical capabilities, with ability to find automation solutions for open-ended problems
  • Ability to empathize with and collaborate effectively in teams of technical and non-technical individuals
  • Have an ability to challenge status-quo and convince stakeholders on digitization
  • Comfort working in a rapidly changing environment with dynamic objectives through iteration with users
  • Outstanding communication, collaboration, and follow-up skills
  • Exposure to Data Analytics, Cognitive / AI, Machine Learning, Natural Language Processing (NLP) with preference given for industry experience
  • Made decisions in ambiguous situations using incomplete information or differing opinions (e.g. unclear deliverables)
  • Actively participated in strategy setting sessions
  • Worked with people from other business locations or functions
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