Job Description: (Posting).
Job Functions & Responsibilities:
The Service Delivery Manager is a senior level position with accountability across all aspects of the customer delivery with sizable revenue.
The SDM will report to the Service Delivery Director and will be expected to work closely with his offshore counter-parts to manage and drive transition of infrastructure management activities into a remote model, and provide oversight over all aspects of quality and service levels. Specific responsibilities include; Build and manage the various on-site/ off-site teams and direct all related People/ Process and Technology competencies Lead in the technology selection and organizational build-up efforts. Formalize internal process to ramp-up expertise of resources in the offshore centers.
Desired Profile Maximum of 8-12 yrs of experience out of which at least 5+ years of IT Operations and Management at management level. Exposure and experience in Managing experts/ technology in the area of: o Unix and Windows OSs / Networks / Databases / Storage / Servers / / Security / Messaging (Exchange/Notes) Experience in IT Outsourcing programs and global delivery models ( onsite / offshore model ) (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
HCL Technologies Ltd.