Service Delivery Excellence Manager

20 hours ago


Delhi, Delhi, India HCLTech Full time

We are seeking a highly skilled Service Delivery Excellence Manager to join our team at HCLTech. This role is ideal for individuals with a minimum of 1 year of experience in service delivery management and a strong background in advanced excel skills, including vlook up, hlookup, and pivot tables.

About the Role

The successful candidate will be responsible for driving service delivery excellence, leading project teams, and managing customer relationships. They will also be expected to develop strong internal and external customer networks, monitor progress, and track key performance indicators (KPIs) and service level agreements (SLAs).

Key Responsibilities
  • Customer Satisfaction & Retention:
    • Understand client industry, business, and critical business drivers
    • Ensure robust governance process with stakeholders
    • Serve as escalation procedure guide
    • Manage customer requests
    • Contact customers for follow-up on cases
    • Handle customer escalations
  • Account Management:
    • Maintain high performance levels for service-related processes
    • Implement improvement activities
    • Ensure customer contractual targets
    • Ensure resources, capabilities, and capacity to meet demands
    • Prepare timely reports on financial performance
  • Financial Performance:
    • Drive continuous improvement of productivity
    • Manage contracts to meet revenue and cost projections
    • Contribute to P&L performance through cost control and innovation initiatives
    • Identify same account growth opportunities
Requirements
  • Minimum 4-year degree or equivalent work experience
  • Lean Six Sigma Yellow Belt Certification or equivalent education preferred
  • Proficiency in English and Microsoft Office, particularly Excel

We offer a competitive salary of $85,000 per year, commensurate with experience, and excellent benefits package. If you are a motivated and results-driven individual with a passion for service delivery excellence, we encourage you to apply.



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