Job Description

Egon Zehnder

Egon Zehnder (www.egonzehnder.com) is trusted advisor to many of the world\xe2\x80\x99s most respected organizations and a leading Executive Search firm, with more than 400 consultants and 69 offices in 41 countries spanning Europe, the Americas, Asia Pacific, the Middle East and Africa. Our clients range from the largest corporations to emerging growth companies, government and regulatory bodies, and major educational and cultural institutions. The firm is a private partnership which allows us to operate independent of any outside interests. As a result of this unique culture, Egon Zehnder has the highest professional staff retention rate for a global firm in our profession. We have a blue-chip client base across all industries and operate at the Board and senior management level.

Knowledge Centre India (KCI)

Established in 2004, KCI is wholly owned subsidiary of Egon Zehnder based out of Gurgaon. The teams here work in close collaboration with the Global offices of Egon Zehnder. There are 5 teams that make up KCI: Experts, Research Operations, Visual Solutions, Projects/CV Capture and Global Technology Services. With team strength of 500+, KCI supports the global operations of EZ through research services, IT services and documentation. KCI has a team of 80+ Researchers who provide research support and knowledge management services to EZ\xe2\x80\x99s Offices and Practice Groups.

Your Journey at Egon Zehnder Starts Here

At EZ, you have the opportunity to deliver digital transformation initiatives across the globe for the organization. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a \xe2\x80\x9cBest Place to Work.\xe2\x80\x9d

Who we are!

We are part of Digital-IT team established 14 years ago in Gurgaon, India to provide technology support and rollout digital initiatives to 60 plus global offices. Digital IT has six key pillars \xe2\x80\x93 Collaboration Technology; Functional Technology; Digital Technology; Security & Architecture; Infrastructure & Services, Digital Success to support business and to take lead on digital transformation initiatives with the total strength of 150+ team members across the globe.

The Position

Reporting to the Chief Digital and Technology Officer, the Head of Operations & Support is a leadership role focused on delivering outstanding technical operations and support across the full global footprint of Egon Zehnder and building and evolving their teams to support Company\xe2\x80\x99s plans for strategic growth.

This position will provide leadership and vision driving automation of our IT infrastructure, leveraging cloud and on-premise technologies to support business agility and maximize value delivered. The leader will be data driven utilizing key metrics to measure internal and external operational level agreements to provide quality, reliable infrastructure and support, including workstations, servers, network, telecommunication and Service Desk support services.

Key Responsibility Areas

Define Operations and Support Strategy * Work closely with digital and security leaders (including CISO and VP of Digital Technology) to shape infrastructure strategy for the business, in line with the overall digital/technology strategy for Egon Zehnder

• Define the operations and support strategy to support the business., working with key IT Leaders (VP Digital Success, VP Digital Technology). This strategy will need to take into account the need for scalability, growing demand for capacity and associated quality of service performance goals.
• Assess and communicate risks associated with relevant technology-related investments and purchases.

Lead Operations and Support delivery * Drive day-to-day operations and support performance, deploying appropriate processes and metrics to deliver consistently strong performance.

• Lead operational incident reporting, management and resolution.
• Lead endpoint image definition and performance in wider IT leadership team.
• Lead telecom and network operations, collaboration with network architects, security and local IT teams for \xe2\x80\x9clast 100ft\xe2\x80\x9d connections.
• Drive the execution on infrastructure and technology operations initiatives and projects to achieve the expected scalability, performance and availability goals, using internal and external resources.
• Analyze and improve upon technology standards across the organization to maintain a technological and competitive edge within the market.
• Maintain and share ongoing metrics such as critical issue escalations, issue volumes, staff productivity levels, and overall health of software & infrastructure technology.

Lead budget and process development * Develop budget proposals with appropriate cost/benefit analyses for infrastructure spending and initiatives.

• Develop and implement the service, people and management processes necessary for delivering the right set of services at the right level for the enterprise.
• Lead L1 support teams
• Lead global service team providing L1 support to colleagues.
• Ensure effective communication between global and local support (part of Digital Success organization) teams to provide seamless service and engagement with colleagues on their digital needs.
• Ensure effective connection between operations and L1 and L2 representatives to support global roll-out of critical initiatives.
• Ensure effective connection between security teams and L1 service representatives.

Overall Leadership and People Management * Develop and lead Operations & Support team retaining and attracting key talent to ensure continuous improvement in staff competencies, skills and knowledge.

• Play an effective role as a member of the Digital-IT leadership, including coaching leaders on digital change and related techniques.

The ideal Candidate is a hands-on leader able to set the vision and deliver results

The ideal candidate is a hands-on, proactive leader who can develop and articulate a clear vision for the global Operations and Support teams and has the ability to convert the vision into executable projects, collaborating with leaders across the firm and building the methodology and governance.

The Prior and proven experience serving as a trusted partner and advisor to the senior business and technology leadership team will be self-motivated and foster an environment that promotes collaboration and results-achievement. This person will be instrumental in building and enforcing a strong culture within the firm. * Bachelor\xe2\x80\x99s degree from an accredited university

• Minimum 20 years\' experience working in Technology/Digital topics; minimum 10 years in technology operations at a senior level.
• Significant experience managing teams across global geographies.
• Experience in a complex global organization
• Relevant experience in a professional services or client-facing business
• Experience adapting to the culture of a new organization, ideally across industries or geographies.
• Prior demonstrated experience working effectively in a privately held partnership and/or family-owned business.
• Experience in developing operations & support strategy, including required investments and changes in process to support strategy.
• Understanding and experience in working in, and building modern technology operating models (e.g., Cloud, Agile, DevSecOps)
• Experience in managing operations and support for a global technology estate.
• Experience leading organizational change underpinned by shift towards a digitally enabled operating model.
• Prior and proven experience serving as a trusted partner and advisor to the senior business and technology leadership team.

Thought leadership, business leadership and people leadership are key skills.

The successful candidate must demonstrate the following leadership competencies:

Strategic Orientation:

The candidate will demonstrate proven success in developing the function as a strategic contributor to the business. They can quickly comprehend and define business strategy and requirements whilst proactively driving solutions to support the business. They will establish the functional strategy (\xe2\x80\x9cwhere do we go?\xe2\x80\x9d) and derive relevant measures and actions. They will proactively anticipate future business requirements and develop or amend strategic plans to create an edge in the market.

Change Management:

The candidate will be a change agent with deep understanding and experience in driving culture change and elevating operational performance. They are a change driver and able to marshal resources to successfully drive initiatives. They possess an ability to influence across the organization to get things done, including coaching senior leaders as needed.

Results Orientation:

The candidate will have a passion for delivering results and a proven ability to set stretch goals, create and sustain energy, and balance drive for outcomes with a patience in bringing the organization along with change. Additionally, they will be able to lead broadly while willing and able to get into the details, when needed. The ideal candidate has a strong action orientation and is persistent and decisive, with a demonstrated record of accomplishing tasks in a complex environment. They will understand the importance of gaining traction through quick wins without losing sight of long-term needs.

Collaboration and Influencing:

The candidate will successfully engage stakeholders across a complex and matrix organization in ideation, decision-making and conflict resolution to drive alignment on goals and objectives. This leader knows how to develop trust and possesses a strong, yet tactful approach and a collaborative style to develop relationships across all levels, both internally and externally. They are a confident and persuasive communicator who actively contributes to the broader team and invests in building and maintaining relationships throughout the organization. They are culturally sensitive with a proven ability to work effectively with colleagues across a truly global organization.

People Leadership:

The candidate will have excellent team leadership and people development skills, as evidenced by a track record of hiring, retaining, developing and motivating talent. In addition to building and motivating a strong team, they will have a proven ability to develop strong people leadership skills throughout the firm\xe2\x80\x99s leadership teams.

Benefits

Benefits which make us unique

At EZ, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Egon Zehnder can mean for you!

Benefits Highlights: * 5 Days working in a Fast-paced work environment

• Work directly with the senior management team
• Reward and Recognition
• Employee friendly policies
• Personal development and training
• Health Benefits, Accident Insurance

Egon Zehnder