HCL - Service Delivery Manager

Position/ Job Title: Service Delivery Manager

Location: Offshore Nokia, SEZ Noida

Reporting Manager: DU Head

Job Description for the Position :

- The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for co-ordinating the various projects as initiated by the customer and will be single point contact for the customer.

The key responsibilities for this role include:

IT Services Management:

- Delivering Services to the customer according to the contract and adherence to agreed SLAs

- Own the KPIs agreed in the contract.

- Will be the single point contact and will be responsible for the overall management of IT Services for the customer.

- Make recommendations on strategies in respect of various technologies.

- Establish and maintain standards and methodologies for providing IT Services to the customer in respect of operational issues

- Provide the periodical reports and other ad-hoc reports as per the contract to the customer

- Maintaining disaster recovery and business continuity processes for the customer

- Build long-term relationship with the customer

- Deliver continual improvement in service measures and KPIs

- Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc and relevant proposals are submitted within the stipulated timeframe.

- P&L responsibility

- Automation in service delivery

- Resource management

- Utilization

- Will be responsible for billing

- Value add to customer-YOY by working closely with the in consultation with COE and HCL architecture head.

- Overall SLA management – Operation interaction with technologies Lead / Service Owner

- Overall Customer Satisfaction

- Overall employee satisfaction

Team Management:

- Management of onshore & Offshore team members

- Motivation of individuals and building team working

- Employee retention, motivation and training

- Focus on grooming people from L1 to L2, L2 to L3 within select timelines

- Development of technical and personal skills for team members

- Address suitable career development of staff

Personal Management:

- Demonstrate personal commitment to excellence

- This is a middle management position and should concentrate on the control & organization of the reporting staff members

- Maintain awareness of customer’s business and IT’s role in it

- Awareness of other companies’ IT functions, especially in the financial sector

- Deal effectively with outside contacts / vendors

- Avoid unnecessary conflicts and should know how to escalate issues

- Should be able to adjust to people, culture, policies and situations

- Should have capacity to effect the actions, behaviour and opinions of others by appealing to reason or understanding

- Will participate in monthly review’s and governance meetings

- Will coordinate QA, Audit, Financial Management and Asset management.

Skills, Experience and Qualification Required for the Position :

- Education – Minimum Qualification - Engineer / MBA desired

- MCSE/CCNP or Equalvant technical certification

Experience –

- 15+ years’ experience, with at least 5-8 years in IT Outsourcing and Infrastructure Management Services.

- Ideal candidate would be expected to have a good understanding of technology in Systems (Server & storage side) / Network and Security Services / Desktop, Messaging and End User Computing services.

- Candidates who can demonstrate financial industry knowledge and prior experience in a similar role will be preferred

- Should have very strong written and oral communication skills in English

- Demonstrated ability to work with technical teams and understand the issues involved in providing services to customers under such a construct esp. as it pertains to Infrastructure management services

- Ability to work independently with little day to day support – self starters

- Preferred spoken languages – English