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Job Title: Service Delivery Manager
Location: Jackson, MI
Duration: 6 + months
Is Remote option available during COVID: Yes (Needs to be On site as Per client demand)
No. of Position: 2
Job Description:
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
Required Skills:
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
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 & Organizational:
Accomplish IT operations
Build 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
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
Determine IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
Improves quality results by evaluating and upgrading processes; directing changes.
Lead Process Review Meetings
Manage the Problem Management Meetings with the customer
Lead the Service Review Meetings
Lead and Coordinate the external audits of the project to success
Attend CRB and other operational meetings
Conduct Internal Service Review Meeting and take actions for improvement
Ensure Reporting is 100% accurate
Ensure timely delivery of all agreed reports
Clear understanding of the Contractual Service Levels and its associated service credits and impacts
Manage IT Support functional teams performance by internal OLA rating and stack ranking
Track and Manage performance of team members, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Must have good People Management, Crises management and conflict management
