At HCL technologies, we work as true partners both with our employees and our clients, embodying our number one value: People First. Our team is driven by a desire to always learn, improve, and innovate. We take an open-minded approach to opportunities and challenges and are focused on solving business challenges.
We are seeking an experienced Sr. Service Delivery Manager to join our firm as a dedicated full-time employee. This is an onsite role, and candidates should be in Boston area. In this role a candidate will be managing service delivery of client account and making sure that the services are being seamlessly delivered.
Key Responsibilities:
- Looking for service delivery manager with proven IT delivery experience
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Ensuring high performance levels for day-to-day service-related nuances
- Understand client's pain points/concerns and implement service improvement initiatives wherever necessary
- Perform service delivery review with the customer on agreed frequency to understand the pulse of the customer
- Ensuring effective coordination between onsite and offshore teams on daily basis
- Knowledge of e-commerce domain and processes will be added advantage
- Participates in the Program roadmap, rollouts, strategic discussions with internal and customer stakeholders (as and when needed); alignment with Program Director, Business Relationship Managers
- Maintain overall Program-level view with the current state, progress and achievements
- Review delivery accomplishments Budgeting preparation and controlling
- Enable additional support from other HCL CoE/Practices
- Track work progress and maintain relationship with other Partners / Vendors / Suppliers
Skill Requirements:
- 15-18 years’ experience in IT delivery
- Oversee Delivery Quality and Customer Escalations Experience of managing large scale digital program (25+ Team members)
- Ability to comprehend key digital technologies like Cloud, DevOps and e-Commerce.
- Strong experience in Retail Domain Build and maintain the right team to deliver the program/track.
- Identify and discuss any observed concerns with Scrum Master (SM)/Product Owner(PO) to assist the team in achieving successful delivery of iteration/PI objectives.
- Ensure compliance and reporting as defined for the track (in the long term it will come out of JIRA). Raise queries with respective SMs if issues found. Advance view of potential risks/escalations and work with SM/PO on Root Cause Analysis, define corrective action and/or remediation/mitigation as appropriate.
- Experience in organizational initiatives Value Creation/OCM/CSAT Identify learning needs to upskill the teams’ capabilities.