HCLTech
Location
Le Portugal | France
Job description
Description
Service Manager HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. With a worldwide network of R&D, innovation labs and delivery centers and ‘Ideapreneurs’ working in 50 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.We are a renowned global IT service and consulting company, presently developing our tech footprint in Lisbon (Parque das Nações).Job DescriptionThe Service Manager will be the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:Conduct Service Management Reviews: In collaboration with key stakeholders, establish and maintain service management reviews to ensure services and performance are aligned with the Customer’s business plansCoordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions. ResponsibilitiesRelationship ManagementMaintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.Manage Customer enablement duties such as VEC portal overview, training, access requests and ongoing Customer needs.Operational / Performance ManagementManage Service Level assessment, reporting and conduct analysis on the trends and patterns;
Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.Review Key Performance Indicators (KPIs) and provide action plans, when necessary. In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.Identify ongoing benefits, opportunities, and innovation for continual service improvement
Requirements
Qualifications2-3 years of related service management experienceStrong organizational, presentation, and problem-solving skillsDemonstrated experience with verbal and written communicationBusiness and Financial acumenAbility to communicate with multiple levels of leadershipPreferred ITIL v4 Foundation CertificationDemonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & WordLanguages:French C1 level of fluencyEnglish B2 level of fluency
Offer
Benefits and PerksPermanent ContractHybrid Work ModelBusiness hours (Monday to Friday)Well rounded Health and Life Insurance Packages
Job tags
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