HCL - Group Operations Manager

Company : HCL Technology

Experience : 12-15 yrs

Location : Chennai

Skills Mandatory : The resource should have Networks, Connectivity and Security as core skill.

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 business

Customer 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

- Seek to increase HCL’s footprint in the region by facilitating onboarding of new projects in the region or increase in service scope for HCL

- Contribute to the global account revenue and profitability targets by meeting or exceeding regional targets

- 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 region

Organisational :

Accomplish IT operations human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, mBuild 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

- Be part of Customer Satisfaction enhancement program and play critical role

- 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 success

- Attend CRB and other operational meetings

- Conduct Internal Service Review Meeting and take actions for improvement

- Ensure Reporting is 100% accurate

- Ensure timely delivery of all agreed reports

- Clear understanding of the Contractual Service Levels and its associated service credits and impacts

- Manage IT Support functional teams performance by internal OLA rating and stack ranking

- Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures

- Must have good People Management, Crises management and conflict management

- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.