Digit Success Manager - Bengaluru, India - eGov Foundation

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 set-up, 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:

1. Establish and maintain an efficient and effective operational set-up for the DIGIT Success Team:

• 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.
• Establish and evolve the team, policies, processes, with a focus on continuous improvement and service delivery excellence.
• Define the governance framework, metrics and KPIs to identify trends, areas for improvement and opportunities for optimization for DIGIT Success Team.
• Participate in solution related discussions and stay up-to-date with the latest developments in the open-source community to better assist partners.

2. Lead the service delivery operations of the DIGIT Success Team:

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

a. Participate in the governance meetings with partners, addressing their concerns and ensuring their satisfaction.

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

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

• Collaboration with DIGIT Academy: Work closely with the DIGIT Academy team for facilitating content creation and training deliveries as and when needed.
• Partner experience: Analyze and improve partner experience, providing value-adds, quicker resolutions.

3. Nurture the Digit Success Team:

• Recruit, train, and onboard new team members based on projections and interlocks with partnership and growth team
• 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 problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure 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.

About eGovernments Foundation & DIGIT:

eGov Foundation is a philanthropic mission that exists to improve the ease of living for citizens. Our focus areas are urban, health, sanitation and public finance management. Our mission is to make sure that everyone can access services from their local governments with ease and transparency.

We do this through our core offering DIGIT (Digital Infrastructure for Governance, Impact and Transformation), which is a digital public good. In other words, it is an open, interoperable free-to-use platform that offers solutions for citizens, first mile employees, administrators, commercial players and policy makers. It is made available to the federal government, states & cities for them to create programs and solutions for their contexts, in keeping with the federal structure of urban governance in India. DIGIT is also offered to commercial players, so that they can leverage it to build solutions and deliver programs working with governments. In run-time this translates into states, cities and commercials players using the building blocks from DIGIT to tailor solutions and programs that meet their needs and innovating on top of it to solve emerging problems.

Over the last 20 years, eGov has partnered with more than over 3 countries, 2600 towns and cities in 16 states across India, and more than 16 crore citizens have benefited from its platform.

We offer several things that sets us apart from other opportunities:

1. The possibility of having massive societal impact. Our products and platform touches the lives of hundreds of millions of people.
2. Solving hard governance and societal challenges.
3. Work directly with central and state government leaders and other dignitaries.
4. Mentorship from world class people and rich ecosystems.

Read more about the work of eGovernments Foundation at:

1.

2.