HCL - Service Delivery - Infrastructure

Company : HCL Tech

Location : Chennai

Experience : 12+ yrs

Skill : Infra Service Delivery, Data Center

JD :

The role demands a Leadership position handing Delivery and Program Managers for Offshore. The candidate should have handled at least 5 Medium or Large projects especially in US.

Required :

- 12+ years of Experience in IT Infrastructure Delivery, managing global clients

- 6+ years- experience in Direct People management

- 5+ years as a Service Delivery Manager directly handling clients

- 5 years- experience in Project / Program Life cycle including operations support, service delivery and transformation in a managed services environment

- Experience in reviewing Forecasting / Budgets to ensure profitability and recommend efficiencies where needed

- Strong Client Relationship management - Program review and leadership

Risk Management : review Project Risk and mitigation plans and implement as required

- Good understanding of Lean / 6 Sigma processes to enhance program quality and reduce cost

- Manage employee retention, training and motivation / employee satisfaction programs and support HCL's employee 1st program

- Core focus on automation, optimization and transformation initiatives

- Solid understanding of ITIL foundation and best practices and contribute to continuous improvement for the benefit of the organization and customer

- Conduct regular in depth service and process audits to highlight contractual risk

- Focus on grooming resources from L1 to L2, L2 to L3 within select timelines and team building

- Value add to customer-YOY by working closely with the Transformation and Practice Teams.

- Good understanding of HCL's work ethics and backend delivery, sales and functional teams.

- Ownership and accountability of SLA, OLA & KPI (Key Performance Indicators) across the engagement, business impact and outage resolution and leadership communication

- Available on-call 24x7

Soft Skills :

- Strong analytical, writing, verbal and problem solving skills, organizational project planning and time management

- Ability to present to senior and executive management with a key on strong articulation

- Can easily adapt to continual changing environments and priorities

- Available on-call as required; could include weekend and weeknights

Contact person- Namrata