Senior Program Manager -Service Delivery
Bulgaria
1
1398540BR
7-12 Years
Support Skills-Account Management-Single Service Delivery - Infra
B.Pharma, Bachelor of Science, B-Tech, MBA
01-May-2024
Sofia
Business Line FT
SDM
INFRA
The Global Service Delivery Manager is accountable for managing client expectations, establishing key client relationships at the operational and strategic levels, and supervising all services provided to Client. It is required a good understanding of project management, customer service and service level agreements as well as previous experience in similar industry. Must be able to manage complex business situations, plan, schedule, and monitor multiple activities in a fast-paced and fluid environment as well as get things done.
Responsibilities:
Ensure global Operations meet Client’s Service Level Agreements;
Provide regular measurement of the effectiveness of all services provided by HCL (Operational Effectiveness Dashboard);
Drive Process Improvement initiatives to enhance Operational Effectiveness with very strong focus on end-user experience;
Ensure Client satisfaction on all Ongoing Support services provided to client by HCL;
Change Management - Identify events likely to impact client’s ongoing support operations by maintaining a Change Management Dashboard and ensure HCL operations are ready to handle change (Change Readiness).
Change Management – drive key IT transformational activities as well as oversee transitions of new lines of services.
Ensure the timely delivery of all contracted reports across all lines of service;
Track trends across all service lines;
Act as client’s point of contact for any additional reporting/data analysis request;
Provide value-added analysis in order to help client increase field effectiveness;
Prepare for and coordinate all relevant client-vendor meetings part of robust global governance structure;
Act as Single Point of Contact for the resolution of any and all client issues across all Ongoing Support Services and regions, as applicable;
Manage, develop and coach a large team of managers in different functions within the support organization – helpdesk operations managers, onsite support track leads, knowledge managers, business productivity managers, other regional service delivery managers;
Build relationships with client contacts, internal HCL operational groups and any 3rd party involved in supporting Client’s environment. Requires frequent presence on client’s premises;
Understand in depth the everchanging strategic objectives of the client and how to deliver on them, ultimately driving value-add initiatives;
Work with other HCL departments, as appropriate, to identify Cross-Selling Opportunities as well as develop strategies to develop more business within the account(s). Facilitate contract re-negotiations;
Partner with Sales for the preparation all sales or legal documents, and overall join ownership of growing revenue on the account;
Be fully knowledgeable of all contract content, Service Level Agreements, exception clauses, pricing and others as applicable.
Requirements:
At least 3-5 years of leadership experience in IT outsourcing or IT managed services, managing large operational teams
Minimum of a Bachelor's degree or equivalent in business or a departmentally related field (MBA would be considered as a plus).
Fluent written and spoken English of minimum C1 level.
Solid presentation, organizational, client engagement and project management skills
Ability to build long term relationships and client engagement
Strong negotiation, interpersonal and customer service skills
Experience in P&L ownership would be considered as advantage
Strategic and experience design thinking
Knowledge and/or certifications in Agile, SCRUM, ITIL, and KCS (considered as advantage).
Availability to travel internationally 1-2 times per quarter.
Sofia
SENIOR REGIONAL DIRECTOR - SERVICE DELIV
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