Vacancy expired!
EXPERIENCE:
Minimum of 5 Yrs. experience of having successfully operated at prime customer contact level
Minimum of 5 Yrs. experience in managing and delivering End User services for large enterprise
Minimum of 10 Yrs. Service delivery management experience having led high quality service delivery to customer(s)
Adept in working out strategies in measuring and improving end user experience Business unit or contract budget understanding
Experience working in a virtual environment.
Strong presentation skills with experience of presenting to senior customer representatives.
Proven experience of /supplier management
Minimum Demonstrated ability to work collaboratively - within a matrix management environment
RESPONSIBILITIES:
Manages the service delivery to one or more Multi-Country/In country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
Service Delivery Manager is focused on:
Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
Developing strong relationships (KPI: Strong network in place)
Working with Client Partners/Account Management Teams in managing sales cycles and same account growth initiatives.
Develop account plans and service strategies with customers to drive enhanced margin and P&L performance
Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance) Provides support to new business opportunities.
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
Ensures processes are in place to pro-actively protect consistent service quality
Constantly improves the quality and inter-working of the whole virtual service team, including other partners and suppliers.
Identifies same account growth opportunities to be converted into sales prospects.
REQUIREMENTS:
Travel and face to face meetings with clients as required
Experience working across Countries and Cultures.
Experience of working in a virtual environment.
Professional qualification in ITIL or project management (Prince, PMI) desirable.
Lean Six Sigma certifications a plus.
Business development/Account Management or related experience:
Ability to interact and manage multiple customers
Analytical and numerical ability - data driven
Ability to create and present dashboards, innovative process models Effective communication skills
Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time.
About HCL
HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com
Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time.
About HCL
HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.
HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.
As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com
