Senior Manager

Company: HCL Technologies
Location: Jackson
Posted on: January 15, 2022

Job Description:

Job Description (Posting).The Service Delivery Manager (SDM) is responsible for the effective management of operational aspects of IT services for client.Must have experience in managing/delivering Data Center, Cloud and End User computing teamsContributing to IT Strategies for the client & coordinating the various projects initiated by them & focus on the Continuous Service improvement and value add initiatives.Candidate should have exposure working in IT Service based companies. To manage and own the Service Delivery and regional P&L of Customer Engagement to ensure that it results in minimum (contractually agreed) or no service interruptions and effectively focus on continuous service improvement for an enhanced service deliver aimed at achieving set targets around CSAT, Profitability and Revenue for the regional businessRole ResponsibilitiesCustomer Satisfaction:? Be the face of HCL in front of the Client Management Team? Be the Primary contact point between HCL Onshore and HCL Offshore Support Teams? Ensure key client stakeholders in the region remain satisfied with HCL services and most issues managed at the regional and BU level rather than escalated to the global steering committee.P&L Management:? Maintain a healthy regional P&L for Customer account, supporting global P&L. ? Ensure regional spend on engagement is within the agreed budget for the region. Follow agreed process for any unforeseen increase in costs with Account Management? Support any new business initiatives led by the account management team in the region and proactively provides any leads that can generate new business for HCL in the regionService Delivery & Organizational:? Accomplish IT operations ? Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state? Have a clear idea of urgency and emergencies ? Understand the quality of Service Delivery and the Pain areas of client ? Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business? Be responsible for the management of escalations, P1/2, complaints.? Proactively engage HCL management to pinpoint the client pain areas and alert for action from HCL? Be proactive in liaising with Customer for all Service Impacting Changes or Outages? Have a complete understanding of vendor capabilities and SLAs? Achieves IT operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change? Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.? Improves quality results by evaluating and upgrading processes; directing changes.? Lead Process Review Meetings? Manage the Problem Management Meetings with the customer? Lead the Service Review Meetings? Lead and Coordinate the external audits of the project to successThe Service Delivery Manager (SDM) is responsible for the effective management of operational aspects of IT services for client.Must have experience in managing/delivering Data Center, Cloud and End User computing teamsContributing to IT Strategies for the client & coordinating the various projects initiated by thQualificationB Tech No. of Positions0Skill (Primary)Technical Skills-SKU - PM-Project Management - SDM Employee GroupBusiness Line FT CityJacksonEntityINFRAAuto req ID992277BRExpected Date of Closure17-Mar-2022Location: Michigan Experience: 7-12 Years Country: USA

Keywords: HCL Technologies, Ann Arbor , Senior Manager, Executive , Jackson, Michigan