Service Delivery Lead

3 weeks ago

Noida, India HCLTech Full time

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey to advancing the technological world through innovation and creativity.

HCL TechnologiesLimited is a next generation global technology company that thrives on helping enterprise reimagine their business for the digital age. We have a strong DNA of invention, risk taking and a relentless focus on making our customers successful. HCL’s Digital Process Operations unit with its digital services is an enabler of digital innovation and improving performance for Client Business Operations. To fuel our growth, we are looking out for dynamic Transition Management Professionals.


Responsibilities include:

Liaison & Relationship Management:

Senior executive contact for the overall service delivery, solutions, engineering and operations management program, inclusive of business partners.

Acts as the primary liaison between the project team(s) and the Customer for new initiatives, engagements, and infrastructure changes. Partners closely with Sales for Growth Enablement

Works closely with the Service Managers and other Custom Speciality teams to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of respective initiatives, e.g., projects, service improvements, etc.

Engages with Service Delivery and Service Assurance to communicate, and escalate on any outage and performance issues to and the Customer.

Direct and align engagement across internal stakeholders and functional groups (including Custom specialty functions), as it relates to complex business and Customer challenges, Customer satisfaction, resolving Customer escalations, and overall service performance

Participates in any technical, network, SLA, contract compliance escalation as appropriate. Engage with Customer executives and executives in the prioritization and resolution of escalations, as appropriate.

Proactive Program Governance:

Establish consistent executive meetings, governance forums and cadences for each operation discipline, and ensure action items, documentation, and continued progression to closing open items are prioritized.

Establish periodic status meetings with the Customer, and any Third Party Vendors to discuss status of contractual relationship

Lead Monthly/Quarterly Governance Forums and ensures agreed upon governance meetings, peer-to-peer sessions are conducted consistently per schedule.

Presents a formal monthly program review for the Customer, examining all aspects of the solution in the previous month, highlighting successes and failures, and recommending measures for improvement

Monitors ongoing service management to ensure compliance with SLAs and performance commitments. Ensure contract compliance with both spends and SLAs.

Provide oversight to validate resource alignments/assignments and utilization to deliver solution(s)/remedies (duration, skills, tools, process, people) for projects and/or service improvement initiatives. Monitors resource utilization to ensure quality of service delivery – consistency, accuracy, efficient and effective.

Provides full accountability for the performance of all projects’, service improvement and program activities.

Ensures that all contracted program deliverables are completed, delivered and approved.

Delivers and maintains an overall Program Plan for the life of the contract, specifically related to the contracted services as mutually agreed to by and the Customer that include, but not limited to:

(1) a management summary of the program;

(2) contractual deliverables (format, due date, to who/role, owner/role, frequency);

(3) roles and responsibilities (RACI);

(4) policies and procedures/processes;

(5) business relationship management, including organization contacts;

(6) the communication plans, including escalation management procedures;

(7) change management (commercial) process; and,

(8) the supporting solution documentation.

Skills and Qualifications

5 to 8 years of experience managing teams

Strong organizational, presentation, and problem-solving skills

Demonstrated experience with verbal and written communication

Business and Financial acumen

Ability to communicate with multiple levels of leadership, including C-Level

Preferred ITIL v4 Foundation Certification/PMP Preferred

Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

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