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    Digit Success Manager - Bengaluru, India - eGovernment Foundation

    eGovernment Foundation
    eGovernment Foundation Bengaluru, India

    1 week ago

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    Description

    About the role:

    • As a part of the Global Service Delivery Unit (GSDU), this role is responsible for leading the team that works closely with our partners / end users across the globe to implement DIGIT based solutions.
    • As the leader, the individual will ensure that the DIGIT platform and solution related setup, configuration and implementation services provided by the team are executed in a robust and scalable manner.
    • The solution implementations will be in our core focus areas health, urban, sanitation and public finance management.
    • This role offers a unique opportunity to enable the delivery of transformative projects on a global scale, contributing to the improvement of public service delivery in critical focus areas.

    We are hiring:


    Motivated and talented professionals with skills and experience in partner management, team management and understanding of Java-J2ee technologies, with a passion towards social impact, and implementation of best-in-class technology solutions.


    Key responsibilities include, but are not limited to:

    • Establish and maintain an efficient and effective operational set-up for the DIGIT Success


    Team:
    a.

    Understand the goals and objectives of programs across geographies, partner ecosystems, roles and responsibilities, product fitment and gap analysis, scope of work, risks and challenges.

    b. Establish and evolve the team, policies, processes, with a focus on continuous improvement and service delivery excellence.

    c.

    Define the governance framework, metrics and KPIs to identify trends, areas for improvement and opportunities for optimization for DIGIT Success Team.

    d.

    Participate in solution related discussions and stay up-to-date with the latest developments in the open-source community to better assist partners.


    • Lead the service delivery operations of the DIGIT Success


    Team:
    a.

    Lead and manage a technical team (DIGIT Success Team) focused on ensuring successful implementation and adoption of Java-stack based web and mobile solutions, using the DIGIT Platform and Products for partners / end users across the globe.

    b.

    Sync operational planning with overall Program implementation planning, tracking progress of DIGIT Success Team, publishing status reports to external and internal partners.

    c.

    Delivery of services as per defined SLAs / KPIs:

    Track, monitor and ensure delivery of services as per defined SLAs / KPIs with mechanisms in place to escalations and corrective action or timely decision making.

    d


    Governance and issue resolution:
    i. Participate in the governance meetings with partners, addressing their concerns and ensuring their satisfaction.

    ii.

    Build and maintain strong working relationships with other teams to facilitate efficient issue resolution, exchange partner feedback and enhance platform and products.

    iii. Create and maintain documentation for common support issues and solutions.

    e


    Collaboration with DIGIT Academy:
    Work closely with the DIGIT Academy team for facilitating content creation and training deliveries as and when needed.

    f


    Partner experience:
    Analyze and improve partner experience, providing value-adds, quicker resolutions.


    • Nurture the Digit Success


    Team:
    a. Recruit, train, and onboard new team members based on projections and interlocks with partnership and growth team

    b. Plan for capacity building, mentorship and professional development of team members.


    Required Qualifications and Experience:

    • Bachelor's degree in any stream with proven IT project management experience.
    • Total IT experience of 8-11 years with at least 1 year of work experience in Java-based technologies for web/mobile development, partner/customer service delivery roles
    • Exposure to metrics and SLAs, KPIs, reporting, incident management, team management
    • Hands-on experience in web-technologies and open source technologies will be a big plus.
    • Familiarity with GIT, JIRA and other similar tools.
    • Prior exposure to healthcare, governance or development sectors is an added advantage.

    Key skills and competencies:

    • Excellent project management and organization skills with good understanding of resource planning, risk, issue & change management.
    • Expert stakeholder management, solutioning and team management skills.
    • Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders, colleagues, technical teams, and senior management.
    • High motivation to understand program requirements, deliver social impact, enrich partner experience and facilitate usage and adoption of solutions.
    • Expertise with defining and implementing cross functional business processes.
    • Excellent problemsolving and decisionmaking skills, with the ability to remain calm and focused in highpressure situations.
    • Ability to work independently and proactively.
    • Ability to motivate and generate results from the team.
    • Ability to work effectively with ambiguity, shifting priorities and multiple deadlines
    )
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