Operations Service Delivery Manager
Location
Dublin, CA | United States
Job description
Job Description:
To manage and own the Operations and Service Delivery of the account & ensure that it results in minimum (contractually agreed) or no service interruptions and effectively focus on continuous service improvement for an enhanced service delivery.
Role Responsibilities
- People Management, Service Delivery, Service Management, Client relationship management, finance management, contract management, excellent coordination with HCL support functions
- Managing the EUC tracks, Service Management including Incident, Change and Problem, Client Relationship Management, Queue management, onshore & offshore team management.
- Client relationship management, Client Meetings, understanding client's day to day requirements, generating business opportunities.
- Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid the customer business
- Strive for continuous improvement, value creation and innovations.
- Be responsible for the management of escalations, P1/2, complaints. Escalation management.
- Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state
- Be part of Customer Satisfaction enhancement program and play a key role in driving the improvement.
- Be responsible for the delivery of all RCAs that relate to the customer.
- Be accountable for the day-to-day service provided to the Client, including SIPs, CIPs and Value Adds
- Be proactive in liaising with the customer for all Service Impacting Changes or Outages
- Have a complete understanding of vendor capabilities and SLAs
- Have a thorough understanding of the key contractual SLA & OLA and deliver the service in accordance to it.
- Accomplishes IT operations human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Achieves IT operations operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
- Determines IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
- Improves quality results by evaluating and upgrading processes, directing changes.
- Lead the Service & Governance Review Meetings
- Lead and coordinate the external audits of the project to success
- Conduct Internal Service Review Meeting and take actions for improvement.
- Ensure timely delivery of all agreed reports
- Clear understanding of the Contractual Service Levels and its associated service credits and impacts
- Manage IT Support functional teams performance by internal OLA rating and stack ranking
- Ensure P1 & P2 incidents are managed effectively and resolved within Contractual Service Levels and escalated where-ever necessary
Job tags
Salary
