HCL - Sr Service Delivery Manager

Company - HCL Technology

Position - Senior Service Delivery Manager

Experience - 10- 16 YRS

Location - Noida

Qualification - B.Tech, exposure in infrastructure

To manage and own the Service Delivery and regional P&L of Customer Engagement to ensure that it results in minimum (contractually agreed) or no service interruptions and effectively focus on continuous service improvement for an enhanced service deliver aimed at achieving set targets around CSAT, Profitability and Revenue for the regional business

Role Responsibilities-

Customer Satisfaction:

- Be the face of HCL in front of the Client Management Team

- Be the Primary contact point between HCL Onshore and HCL Offshore Support Teams

- Ensure key client stakeholders in the region remain satisfied with HCL services and most issues managed at the regional and BU level rather than escalated to the global steering committee.

P&L Management:

- Maintain a healthy regional P&L for Customer account, supporting global P&L.

- Ensure regional spend on engagement is within the agreed budget for the region. Follow agreed process for any unforeseen increase in costs with Account Management

- Seek to increase HCL’s footprint in the region by facilitating onboarding of new projects in the region or increase in service scope for HCL

- Contribute to the global account revenue and profitability targets by meeting or exceeding regional targets

- Support any new business initiatives led by the account management team in the region and proactively provides any leads that can generate new business for HCL in the region

Service Delivery:

Organisational:

- Accomplish IT operations human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, mBuild trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state

- Be part of Customer Satisfaction enhancement program and play critical role

- Have a clear idea of urgency and emergencies

- Understand the quality of Service Delivery and the Pain areas of client

- Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business

- Be responsible for the management of escalations, P1/2, complaints.

- Proactively engage HCL management to pinpoint the client pain areas and alert for action from HCL

- Be proactive in liaising with Customer for all Service Impacting Changes or Outages

- Have a complete understanding of vendor capabilities and SLAs

- Achieves IT operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends determining system improvements; implementing change.