HCL - Service Delivery Manager - EUC

Company - HCL Tech

Location - Noida

JD:

- Accountable for managing Global Delivery and escalation point for three service towers - Servicedesk (Tier 1), Onsite support (Tier 2) and Workstations Management (Tier 3), and responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.

- Managing and exceed Customer expectations and deliver contractual obligations for the user base of 52000 users spread across 78 countries

- Conducting periodic reviews with the customer and HCL management, and providing relevant reports

- Line management for multi-cultural (European, Chinese, Indian), 4 countries, 250+ people, and ensuring motivated staff, staff development and employee retention.

- Directly managing Tower leads, and ensuring their professional development and their compliance with all requirements and policies (Client and internal);

- Reviewing performance of internal vendors periodically i.e. IS, Telco, Admin, Transport.

- Will be responsible for P&L - Budgeting, checking monthly financial health and areas to reduce costs, delivering yearly targets for profit improvement plans. Also working with Sales on generating new business with existing customer.

- Accountable in ensuring all the key enterprise wide initiatives compliance - No Unassigned resources, No Cab Ad-hocs, appropriate rotation ratio, freshers induction and growth etc.

- Reviewing performance of internal vendors periodically i.e. IS, Telecom, Facilities, Transport.

- Accountable and responsible for ensuring SLA performance targets are met

- Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management

- Cooperates with horizontal organizations in spreading best practices;

- Accountable for conducting new customer visits.

- Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.

2. Experience -

a. 12+ years of overall IT-related experience required, with at least 5 years in managing Global Customers

b. 5+ years of managerial experience

c. 5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology in a big, corporate environment required;

d. Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions). Messaging/Systems (Server & storage side) / Network and Security Services understanding is desirable;

e. Prior understanding of remote infrastructure management and concepts around remote management of IT systems;

f. A background of Infrastructure Management Sales is an advantage, but not required;

g. Experience in working with an offshore model is required;

h. Demonstrated global cultural awareness is required;

i. Demonstrated matrix-management skills required;

j. Experience in managing a virtual team required;

k. Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude;

l. Must be willing to travel extensively (as required, not more than 25%) to perform the required role;

Contact person - Namrata