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Service Delivery Manager

2 months ago

Noida, India HCLTech Full time

Please share resumes to shine.albert@hcltech.com

Role:

Tower: Delivery

Track: Service Delivery Management

Band Level: E2.2

Role: Service Delivery Manager I

Reports to: Business Support Manager I or II

Location: Noida

Schedule: US Shift

Role Description:

Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin in the P&L’s performance. They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. Service Delivery Manager’s I play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands.

Major Responsibilities:

Customer Satisfaction & Retention:

  • Understand the client’s industry, business, and their critical business drivers.
  • Minimum of 1 Yrs. Service delivery management experience having led high quality service delivery to customer(s)
  • Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
  • Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
  • Manage customer requests by providing realistic resolution time scales.
  • Contact customers when follow up on cases is required and take ownership of the case.
  • Handle customers’ escalations related to the service provided, if required by the account.
  • Provide innovative ideas to help client achieve their business goals.
  • Maximize account retention

Account Management:

  • Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
  • Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
  • Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
  • Ensure resources, capabilities, and capacity to meet both existing and new business demands.
  • Prepare timely and detailed reports on financial performance on a quarterly and annual basis.
  • Manage escalations and offer assistance in complex issues and design improvement strategies.
  • In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
  • Delivery Account Manager is accountable for robust contract P&L management in line with agreed Business Case and Financial Plans targets. Delivery Account Manager understand P&L mechanics and manage internal and external contributors.
  • Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).

Financial Performance:

  • Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
  • Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, and audit requirements (i.e.., OSA, 3rd party asset, etc.).
  • Drive financial planning of the company by analyzing its performance and risks
  • Contribute to P&L performance through cost control and innovation initiatives
  • Identify same account growth opportunities to be converted into sales prospects.
  • Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
  • Supporting Client Account Delivery Managers by developing account plans and service strategies with customers in order to drive enhanced margin and P&L performance.

ADHOC:

  • Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
  • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Min/Preferred Education and Professional Level:

  • Minimum 4 Yr. degree -BS/BA or 3 to 5 years of work experience or equivalent Military.
  • Preferred Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.
  • Preferred LSS Green Belt Certification
  • Preferred ITIL Foundation Certification

Additional Skills Required:

Skill Description Proficiency Level

Languages English Test 85% +

Microsoft Office MS Excel (VLookup, H Lookup) 85%