Job Description

Service Delivery Management

• Oversee the delivery of IT services to clients, ensuring that service levels meet or exceed expectations.

• Develop and implement service delivery strategies and processes to improve efficiency and effectiveness.

• Monitor and analyze service performance metrics, identifying areas for improvement and implementing corrective actions.

• Coordinate with other IT teams, such as infrastructure, development, and support, to ensure seamless service delivery.

• Maintain P&L, budgeting, PIP planning.

Customer Relationship Management

• Build and maintain strong relationships with clients, understanding their needs and expectations.

• Act as the primary point of contact for clients regarding service delivery issues and escalations.

• Conduct regular service review meetings with clients to discuss performance, address concerns, and identify opportunities for improvement.

Resource Management

• Manage the allocation of resources, including personnel, equipment, and budget, to ensure efficient service delivery.

• Develop and maintain resource plans to support current and future service delivery needs.

• Monitor resource utilization and adjust allocations as needed to optimize efficiency and productivity.

Incident and Problem Management

• Oversee the resolution of service-related incidents and problems, ensuring timely and effective resolution.

• Implement and maintain incident and problem management processes and tools.

• Conduct root cause analysis of recurring issues and implement preventive measures to reduce the likelihood of future incidents.

Continuous Improvement

• Identify opportunities for process improvements and implement changes to enhance service delivery.

• Stay current with industry trends and best practices, incorporating them into service delivery strategies and processes.

• Foster a culture of continuous improvement within the service delivery team, encouraging innovation and excellence.

Required Skills and Qualifications

Technical Skills

• Strong understanding of IT infrastructure, systems, and applications.

• Knowledge of service management frameworks and methodologies, such as ITIL, COBIT, or ISO/IEC 20000.

• Experience with service delivery tools and platforms, such as ServiceNow, BMC Remedy, or similar systems.

Management Skills

• Excellent project management skills, with experience in managing large, complex projects.

• Strong leadership and team management abilities, with a focus on motivating and developing team members.

• Effective communication and interpersonal skills, with the ability to build and maintain relationships with clients and stakeholders.

Analytical Skills

• Strong analytical and problem-solving abilities, with the ability to assess complex situations and develop effective solutions.

• Experience with data analysis and reporting tools, such as Excel, Power BI, or similar platforms.

• Ability to analyze service performance metrics and identify trends and areas for improvement.

Education and Experience

Educational Background

• Bachelor’s degree in computer science, information technology, or a related field.

• Relevant certifications, such as ITIL, PMP, or similar, are highly desirable.

Professional Experience

• Minimum of 10 years of experience in IT service management or a related field.

• Proven track record of successfully managing and delivering IT services in a complex, dynamic environment.

• Experience in managing client relationships and delivering high levels of customer satisfaction

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

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