Service Delivery Team Lead
2 weeks ago
Major Responsibilities
Contract Management
Manage effective communications with internal and external customers.
- Effective, efficient resolution of problems/issues, leveraging internal resources.
- Timely and prompt response and resolution to problems/issues.
- Works in close partnership with sales and delivery partners to support reporting requirements within the sales/delivery operations.
- Know and understand service offerings for accounts within scope.
- Work with external service partners and consumables suppliers to support client deliverables, and to remediate any issues in the delivery process.
- Provide necessary support for contract change management.
- Ensures effective shared mailbox management.
- Management of emails, phone calls to be done professionally and timely.
- Actively contributes to team focused on ensuring complex office environments and business processes are running smoothly.
- Share ideas, helps solve problems, and provide recommendations so that the account teams can drive performance. The BSS will document actions, communicate status and acknowledge those items brought to closure.
- Drive standardization and consistency across their account engagements & foster process improvement opportunities.
- Support QBR/CCM process in preparation for the client. Support custom client reporting if included in SOW.
Liaise between customer and X- Supply Chain and logistics teams.
- Maintain a positive work atmosphere by acting and communicating in a manner that promotes cooperation with customers, collaborators, vendors, co-workers, and management.
- Have a clear understanding of delivery SOP
- Support the account team to attain the expected revenue and margin performance of aligned accounts through deliverables.
- Develop custom client reporting based on defined account strategy.
- Keep a constant process improvement mindset
- Analyze existing processes and tools, with the goal of identifying gaps and opportunities for improvement
- Ensure that internal and client-facing implementation-related documentation is complete and current
- Ensure continuous learning with regards to new products and enhancements, and their account integration
- Constantly work with multifunctional teams
Asset Management
- Provide asset management support through the ownership and management of different systems.
- Document actions, communicate status and acknowledge those items brought to closure.
- Become a subject matter expert on reporting, process, and technology capabilities.
- Accurate fleet data analysis and reporting delivered at required timelines.
- Accountable for the integrity of the asset database(s).
- Support all EPS/MPS Technology requirements i.e.: MAS ticket, Client ticketing system (Service now etc.), Equitrac and other accounting software. Analysis of DRA’s etc.
- Support equipment asset management within the account.
- Support business to enable achievement of SLAs and financial targets.
- Provide support for technical deliverables
- Provide input/data and advise SDM’s on device usage, unused devices, stored devices and other opportunities to improve device utilization.
- Identify opportunities to increase effectiveness of meter and alert detection systems and identify networked devices that are not communicating properly.
- Review/analyze reporting results and ensure reporting reflects actual machine performance, MACD activities, SLA performance and volume usage.
- Be a subject matter expert on reporting, process, and technology capabilities
- Device management within tool suite for nominated accounts (proactive database maintenance, system updates, MACDs, connectivity management, etc.).
- Provide account team with SLA reporting, dashboards, retention data, volume trends, fleet metrics, meters, incidents, and device performance from XOS tools / XSM / XRM and other sources.
Interested candidate can share there resume in a below email address
Contact Person: - Priyanka Shastri
Email Address: - Priyanka.shastri@hcltech.com
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