HCL - Service Delivery - Service Desk - Infra

Company : HCL Tech

Location : Bengaluru

Experience : 6-10 yrs

JD :

- Ensuring IT service levels are maintained and exceed performance objectives.

- Typically a service delivery manager will be responsible for service desk, desktop support and Application support personnel, so strong staff management and communication skills are important.

- Deciding on service level agreements both operationally and for contracted services

- Developing and recommending service and process improvements

- Any change management processes

- Any incidents relating to release management

- Coordinating the team to ensure any major incidents are managed professionally

- Building and maintaining internal and external relationships and services

- Ensure that all systems and processes in place ensure effective service delivery

- Reporting on process improvements, team performance and agreed service levels

- 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