HCL - Service Delivery Management

Company - HCL Tech

Location - Chennai

Experience - 12+ yrs

JD

Service delivery

ITIL, Team handling, SLA Mgmt, Financials, Customer handling, Resourcing, Ops management, Project mgmt (1.) P&L responsibility Expansion of services to fill all gamut's of infrastructure-increase breadth.

Focus on project opportunities and transformation initiatives ITIL process definitions and implementation Automation in service delivery Resource management Utilization Billing Management reporting Conduct regular in depth service and process audits.

Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Value add to customer-YOY by working closely with the Transformation and Consulting group for: Architecture gap assessment studies Implementation of new technologies Consolidation/virtualisation opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies

Overall SLA management - Operation interaction with technologies Lead / Service Owner Overall Customer and Employee Satisfaction.

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