Sr IT Infrastructure Service Delivery Manager Detroit, MI
Senior Service Delivery Manager is a critical layer position with high degree of Competence, Ownership and Accountability across EUC/BPS streams (Service Desk and Desk Side support) for managing Clients delivery and relationship.
He/She will work closely with customer managers and will lead HCL global teams and partners across 18 countries, manage and drive steady state delivery engagements.
Manage Customers and engagements independently to meet objectives Manage Global HCL teams and partners through the tenure of engagement to drive value Bring Industry Best practices related to People/ Process and Technology competencies Manage client relationship at Global stakeholders of Clients organization Manage service levels, go above and beyond contracted SLA to deliver value proposition Collaborate with HCL Account management teams to qualify Business expansion opportunities Work with Service line experts to improve customer experience Work closely with Delivery head and US Geo leadership for Zero defect delivery excellence Meet KRAs aligned to contractual metrics, Annual CSAT survey scores, compliances.
Experience – Mandatory
At least 15 years of experience with the last 5 + years in managing delivery and Operations for any large Global customer and deal size of $100M independently Experience in managing diverse and multiple cross functional teams with ability to planning and balancing resource utilization Aggressive Leadership style, Decision Making skills and Team building skills Experience in managing technology areas: End User computing – Service Desk, Desk side, DT Virtualization, Tools Experience in managing IT Outsourced programs in a global delivery model including managed services Solid background of Enterprise Management Tools – Remedy and BMC ; Certification and understanding of ITSM life cycle management process and Experience in ITIL Best Practices Ability to create, report management level Dashboards
Availability to manage global operations 24x7 Ability to proactively Identify and manage risks Apply Metrics driven approach;
Bachelor’s degree in any field preferably IT/ Engineering/Business management qualification ITIL certification is essential
HCL Technologies is an IT Services company headquartered in Noida, India. They provide a variety of IT and BPO services globally. According...