What are the responsibilities and job description for the DEPUTY GENERAL MANAGER position at HCL Technologies?
Service Delivery Manager
Service Delivery Managers are responsible for taking ownership of the relationship with each of their customers and to serve as an interface between the customer and HCL. They provide functional, technical and process leadership to oversee all aspects of delivery and day-to-day activities of service delivery function and support teams
Role & Responsibility
Manage contracted services and SLA's
Contracted promises made to clients are delivered on-time within budget
Build relation and Proactively engage with clients to address problems and identify opportunities for increasing client satisfaction
Manage delivery teams to performance management goals - Ensure efficient and effective operations
Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes
That delivery processes are in place for each of the relevant service line activities
Maintain and develop rigorous reporting systems and culture within the team and to the Executive Team
Participate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance
Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively
Ensure service delivery is managed profitably and in-line with our business plan goals
Point of contact for all service delivery issues/ escalations
Identify Skill gaps and plan for training / knowledge adaptation
Suggests new technologies and design changes
Manage changes in accordance with scope of work
Experience and Personal profile
Tenacious and innovative problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Professional Services experience would be beneficial
Technical certifications ITIL certification/Prince 2 desirable
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Self-starter who can create new ideas and challenge complacency
Able to work in a consultative manner and influence customer decisions to drive engagement
Technical expertise on Azure Cloud and managing cloud infrastructure workload delivery and associated modules.
Technical expertise on DWP (Digital Workplace) framework, technologies, delivery and engaging with HCL and customer stakeholders to deliver as per agreed SLA and MSA.
SIAM framework expertise to enable service delivery.
Key Competencies and skills
Organization
Service Improvement
Ownership and Leadership
Results Driven
Technical Acumen
Service Review Governance
IT Standard, Compliancy and Methodology
Commercial Acumen
Cultivate Up-Sell Opportunities
Negotiator
Communications
Relationship-building
Time Management
People Management
(1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP & SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation & self-driven initiatives. (4.) To ensure retention of accounts that are
Service Delivery Managers are responsible for taking ownership of the relationship with each of their customers and to serve as an interface between the customer and HCL. They provide functional, technical and process leadership to oversee all aspects of delivery and day-to-day activities of service delivery function and support teams
Role & Responsibility
Manage contracted services and SLA's
Contracted promises made to clients are delivered on-time within budget
Build relation and Proactively engage with clients to address problems and identify opportunities for increasing client satisfaction
Manage delivery teams to performance management goals - Ensure efficient and effective operations
Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes
That delivery processes are in place for each of the relevant service line activities
Maintain and develop rigorous reporting systems and culture within the team and to the Executive Team
Participate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance
Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively
Ensure service delivery is managed profitably and in-line with our business plan goals
Point of contact for all service delivery issues/ escalations
Identify Skill gaps and plan for training / knowledge adaptation
Suggests new technologies and design changes
Manage changes in accordance with scope of work
Experience and Personal profile
Tenacious and innovative problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers
Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Professional Services experience would be beneficial
Technical certifications ITIL certification/Prince 2 desirable
Shows excellent business acumen, understands financial terminology and can demonstrate adapting style and approach to different business contacts
Self-starter who can create new ideas and challenge complacency
Able to work in a consultative manner and influence customer decisions to drive engagement
Technical expertise on Azure Cloud and managing cloud infrastructure workload delivery and associated modules.
Technical expertise on DWP (Digital Workplace) framework, technologies, delivery and engaging with HCL and customer stakeholders to deliver as per agreed SLA and MSA.
SIAM framework expertise to enable service delivery.
Key Competencies and skills
Organization
Service Improvement
Ownership and Leadership
Results Driven
Technical Acumen
Service Review Governance
IT Standard, Compliancy and Methodology
Commercial Acumen
Cultivate Up-Sell Opportunities
Negotiator
Communications
Relationship-building
Time Management
People Management
(1.) To identify attrition percentage in accounts and take up initiatives to reduce the same (2.) To perform value addition activities (CIP & SIP) and implement strategies to improve productivity. (3.) To implement Profit Implement Plan (PIP), review Budget vs. Actual Cost and analyse the deviation to plan strategies to reduce deviation through levers like Automation & self-driven initiatives. (4.) To ensure retention of accounts that are
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