- Bureau à bangalore
Company Description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Roles & Responsibilities:
1. Service Delivery Excellence & Governance
Own end-to-end operational performance for IT Services portfolio
Ensure ?98% CKPIF compliance across all clusters
Monitor service metrics (OTDQ, DFDQ, CICD, Scrum based outcomes)
Establish and run portfolio-level governance forums
Oversee major issue management and escalation resolution
Ensure corrective and preventive actions (CAPA) are implemented
Review and validate QBR inputs prepared by SDMs
Maintain zero critical unresolved escalations by customer
2. Process Harmonization & Standardization
Design and enforce standardized processes across accounts/clusters
Ensure adoption of unified tools, dashboards, and reporting templates across clusters
Eliminate account-level process deviations and redundancies with clusters/across clusters
Develop and publish portfolio playbooks and SOP frameworks
Partner with Quality function to improve process maturity
Ensure audit readiness across all IT Services clusters
3. Automation & Operational Efficiency
Identify repetitive development processes suitable for automation (RPA, AI)
Drive automation coverage in applicable IT Services workflows
Improve resource utilization to ?85%
Reduce repeat issues through root cause elimination
Enable predictive analytics for demand and capacity planning
Drive cost optimization initiatives in collaboration with Delivery Head
4. Customer Relationship & Portfolio Health
Ensure high customer satisfaction
Review customer feedback and escalation patterns
Partner with SDMs to drive service improvement plans
Support strategic customer conversations when required
Ensure contractual obligations are consistently fulfilled
Enable value-add initiatives within accounts
5. People Leadership & Capability Development
Directly manage and develop 3–4 Service Delivery Managers
Drive accountability and performance management for SDMs
Ensure role clarity and governance discipline within clusters
Partner with Competency Lead to forecast skill needs
Support leadership development and succession planning
Maintain attrition <10% within portfolio
Drive internal stakeholder engagement score ?85%
6. Transformation
Operationalize harmonized delivery models
Ensure cross-cluster integration and scalability
Promote reuse-first and tech-first mindset
Focus on creating reusable assets in various technologies
Participate in productization initiatives for IT services
Collaborate with CoE experts for process and tech maturity uplift
Drive continuous improvement programs within portfolio
7. Financial & Capacity Management
Monitor portfolio-level margin performance
Optimize cost-to-serve across accounts
Approve and monitor staffing plans
Drive productivity improvements (x%YoY target)
Ensure budget adherence within defined thresholds
Qualifications
Educational qualification:
Bachelor’s degree in Engineering, Computer Science, IT, or related field
Experience in development lifecycle Agile / Scrum and waterfall (mandatory)
Lean Six Sigma (preferred)
Experience:
15–20 years in IT Service Management
Minimum 10 years in leadership role managing managers
Experience managing multi-account service portfolios
Strong exposure to result-driven environments
Experience in automation, RPA, or AI-led support models preferred
Experience in cross-functional governance
Mandatory/requires Skills:
Leadership
Strong people leadership and coaching capability
High accountability and ownership mindset
Ability to influence across matrix structures
Operational
Deep understanding of Development frameworks
Strong data-driven decision-making ability
Financial acumen (margin, cost-to-serve)
Strategic
Ability to translate strategy into scalable operations
Transformation & change management capability
Behavioral
Structured thinking
Customer-centric mindset
Continuous improvement orientation
Strong communication and stakeholder management
Preferred Skills:
Experience in IT Service Industry with handling clients within and outside India
