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Service delivery director
Job Description
Service delivery director
Job Summary
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Location: New Jersey
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Project role: Service delivery director
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Qualification: B-Tech
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Experience: 7-12 Years
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Skills: Program Management
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No. of positions: 1
Job description:
Service Delivery Manager Job Description
Relevant Experience 18 + years
Should understand industry standard process and procedures to run a Remote offshore delivery center.
Should have experience in handling global customers communication has to be at its best both oral and written.
Manage the P & L of the project and ensure we achieve / over achieve the allocated revenue targets and profit margin and control the cost as per the plan.
Experience in Service desk and help desk management
Expansion of services to fill all gamut s of infrastructure-increase breadth.
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines
Automation in service delivery Encourage automation in service delivery to improve response and service.
Innovative ideas Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services.
Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization.
Utilization Manage the optimal utilization of resources and man power to deliver the agreed services to customer.
Billing Ensure prompt billing/ invoices reaches customer as agreed upon and ensure timing collection from them.
Management reporting Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer.
Conduct regular in depth service and process audits. Ensure the project team fully aligns to the audit requirements and be in compliance with HCL s directions. Conduct internal audit review and assist in the external audit process and procedures.
Employee retention, motivation and training - Responsible for resource intake, plan necessary training, resource rotation, motivation. Attrition to be controlled within the baselines allocated. Optimization of resource utilization through de-skilling and up skilling as necessary
Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Value add to customer-YOY by working closely with the Transformation and Consulting group for:
Architecture gap assessment studies
Implementation of new technologies
Consolidation opportunities
Reduce business impact of outages
Cost savings through better solutions
Enhance operational efficiencies
Be a business partner to customer to understand the business process and needs and provide service as needed.
Work towards a WIN- WIN situation
Overall SLA management Operation interaction with technologies Lead / Service Owner
Overall Customer Satisfaction Ensure we score high marks in the CSAT conducted.
Overall employee satisfaction
Flexible and Willing to work in 24 7 environment support
- PandL responsibility
Expansion of services to fill all gamut s of infrastructure-increase breadth.
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation
Automation in service delivery
Resource management
Utilization
Billing
Management reporting
Conduct regular in depth service and process audits.
Employee retention, motivation and training
Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Value add to customer-YOY by working closely with the Transformation and
Consulting group for:
Architecture gap assessment studies
Implementation of new technologies
Consolidationorvirtualisation opportunities
Reduce business impact of outages
Cost savings through better solutions
Enhance operational efficiencies
Overall SLA management Operat
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.