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Sdm
Job Description
Sdm
Job Summary
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Location: Texas
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Project role: Sdm
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Qualification: B-Tech, Masters in Business Administration
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Experience: 7-12 Years
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Skills: SDM
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No. of positions: 1
Job description:
Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency
Establish metrics to measure efficient use of existing systems and resources
Activity Monitor team performance to ensure service levels and expectations are being met
Provide leadership/support to ensure projects are staffed appropriately and timelines are met
Manage staff of DSS engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to insure business needs are met.
Monitor ongoing staff performance, identify and communicate opportunities for improvement
Work closely with field services staff to ensure proper escalation of technology issues
Author or assist team in the publishing of written requirements definitions for aspects of assigned projects
Document assigned business process flows and use-case scenarios
Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met
Performs other duties assigned.
Able to create and pull ServiceNow reports, dashboards and analytics to better serve the user community and report to client.
- To ensure customer engagement or satisfaction and referenceability
- To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of margin are met.
- To anchor process improvementorcompliance (human error reporting) and other organizational initiatives (automation , Lean IT implemetation)
- To guide, manage, develop, engage the team therby ensuring employee retention
- To ensure upskillor creation of resources through internal academiesor trainings and growth rotation
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@hcl.com for investigation.