Service Delivery Manager
HCL Technologies - Jackson, MI

This job posting is no longer available on HCL Technologies. Find similar jobs: Service Delivery Manager jobs - HCL Technologies jobs

Job Description for the Position :

Drive the Run Arena: Sys Admin, Storage and Backup etc

Should be having experience running the Datacenter including Facility services, knowledge of Network

Should be Customer Facing

Middle Man between Customer -HCL

1st Point of contact: HCL and Customer

Responsible for Process Management

SLA Owner for specific BU

Responsible for Service Improvement

Set Exceptions and Expectations to the Customer

Drive Outage Management and ensure speedy resolution

Analyze the Impact and do Value Add

Own Problems: Stability of specific business unit. Drive the issues to permanent resolution.

SLM is virtually internal customer to HCL. Ensures all problems are fixed internally.

Point of Connect and Door Step to the Customer

Ensures Zero Escalation, Zero Surprise and Negotiator with the Customer

Redefine team structure if required.

Bridge between Vendors, change owners and other stake holders to ensure timely resolution to every issue.

Act as a resource provider- Right Vendors and Resources on Call

Present the data to Datacenter in charge of specific geography with the trends, improvements and progress

Responsible for driving projects, and incidents. Works closely with Xerox Business for pricing and other financial issues.

Directly interact with Customer BU and drive the resolution.

Coordinates with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.

Align with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team

Owns the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.

Create Confidence in Customer .

SDM Time: 50% : Day to Day Operations, 20%: Customer Engagement, 20%: Reporting, 10%: Dynamic Reporting.

Discuss improvement Areas with Vertical Leads

HCL Technologies - 22 months ago - save job
About this company
802 reviews
HCL Technologies is an IT Services company headquartered in Noida, India. They provide a variety of IT and BPO services globally. According...