Service Success Manager

1 month ago

Noida, India HCLTech Full time

Service Success Manager

Job location: Noida

Experience: 13 to 20 years

Location: Noida, Sec 144..


  • 13 to 20 years of experience, Minimum 10 years of IT Experience
  • Should have worked for Retail Organization/Support
  • Well Versed with Service Desk, End User Computing and Field Service Operations
  • Aware of Digital Experience/Customer Experience
  • Able to drive customer Visits and present the overall work done.
  • Analytical enough to present and discuss topics for further optimization and Service Improvement
  • Should have handled a larger team/span of 300 plus across the globe.
  • Should be prompt to deliver reports (Excel, PowerPoint and other tools), Account performance to Leaders, compliance teams, stake holders.
  • Active contribution in Budgeting exercise
  • Liaising with internal teams and/or vendors
  • Should have eye for detail and good knowledge & understanding of SOWs, Change Notes/Requests
  • Active participation in RFP/Bidding process
  • Requirement Gathering and analysis discussions and proposing best practices and solution design to clients
  • Excellent managerial and analysis skills, to be able to drive project team for Awareness about project implementation life cycle.
  • Ability to drive the team ensuring timelines and quality of deliverables.
  • Excellent working knowledge of MS Office, particularly of Excel
  • People management and defining Career Path
  • Should understand industry standard process and procedures to run a Remote offshore IT operation.
  • Should have experience in handling global customers – communication has to be at its best – both oral and written.
  • Manage the Profit & Loss of the project and ensure we achieve / overachieve the allocated revenue targets and profit margin and control the cost as per the plan.
  • Focus on SLAs and KPIs as per customer contract.
  • Contract Compliance
  • Resource management – Should be managing team size of 100+ resources, ensure optimal resource utilization and Year on Year show improvement in resource utilization.
  • Utilization – Manage the optimal utilization of resources and man power to deliver the agreed services to customer.
  • 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.


Desirable skills

  • Ability to multi-task and prioritize workload.
  • Should be willing to travel as per business requirement.
  • Ability to communicate with:
  • Both internal and external contacts – excellent written and verbal skills are essential.
  • Collaboratively and efficiently with team members in different locations and Time zones
  • Good proof reading, grammar and written style (use of plain English).
  • Ability to work calmly and efficiently under pressure without compromising attention to detail.
  • Proactive and able to work well in a team environment adapting to different styles of behavior.
  • Working within timed deadlines with a good eye for detail and accuracy
  • Outgoing, cheerful personality, enthusiastic, approachable, professional, displaying a sense of humor and able to communicate well with people at all levels.
  • Degree level qualification or equivalent
  • Need to work from office all 5 days a week with couple of exceptions.


Job Conditions:

Need to work from office all 5 days a week with couple of exceptions.


  • Conduct regular in-depth service and process audits. Ensure the operations team fully aligns to the audit requirements and follow organizations’ 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-Year on Year by working closely with the Transformation
  • Architecture gap assessment studies
  • Implementation of new technologies
  • Consolidation/virtualization 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 (Customer Satisfaction) conducted.
  • Overall employee satisfaction
  • Flexible and Willing to work in 24 * 7 environment support.
  • Aware of Application services is an added advantage.

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