HCL - Service Delivery Management - Infrastructure

Service Delivery Management, Infra

Company : HCL Tech

Experience :12+ yrs

Location : Noida/Chennai

Job Description / Responsibility :

- 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

- Revenue Generation

- 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/Virtualization opportunities

- Reduce business impact of outages

- Cost savings through better solutions

- Enhance operational efficiencies

- Overall SLA management

Operation in :

- Ensure The SLA of all the Track & SLA violation

- Team Meetings with all the stakeholders

- Implementation & Tracking of SIP & CIP

- Ensure A-CSAT target should achieve & improvement plans to be created for less scoring areas

- Ensure organizational awareness, new changes in Customer organization

- Ensure timely preparation of matrix, presentation for customer review and meetings

- Quarterly team meetings & skip meetings

- Review of Track members & Track leads on monthly basis

- Responsible for all the issues related to rotation / progress of the employee who are recruited within the OMC

- Ensure the Training Calendar should be available & updated on a monthly basis

- BRQ should be raised & invoice should be generated in timely manner

- Review Budget Vs Actual Cost, Analyse the deviation & plan

- Updates of RA modules

- Ensure teams to work on VCI portal

- Work with TL to give more value addition to customer & Track scored be done

- Coordination among Transport, Admin, Quality

- Ensure that all required associate should be nominated in CJ

Contact person Namrata