GENERAL MANAGER

When you are part of a $10+ Bn company that’s been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.
Here is an opportunity is to be part of HCL Technologies
Title of role – Program Manager
Location – Copenhagen, Denmark
Employment Type – Contract
Experience - 15- 20 YEARS

SERVICE DELIVERY MANAGER (SDD)
JOB DUTIES:
Is accountable for overall HCL Service delivery and the quality of Service for Key engagements. The role will also be accountable for all financial activities related to the Agreement, delivery of services and will be primarily responsible for all contracted services.

Key Initiatives to manage key engagements, IN/SR reduction and MTTR initiatives, reduction of Infra cost, trend analysis & monitoring of Delivery Quality

Ensuring quality and productivity through institutionalization of organization processes

Ensure timely billing along with finance and work with WPC, HR, MSI, Location Heads and other enabling functions to drive other organizational Initiatives and Deliverables

Identify and Implementation of Service Improvements together with the SDM, Team Leads

Escalation, Scope and scope change management and enable EN based on operations insight

Accountable for necessary documents with attention to quality and adhere to the account specific process requirements

Focus on project opportunities and transformation initiatives and provide escalation support for high impact and complex issues

Meet KRAs aligned to Annual CSAT, Fresher Intake, Automation, SLA Compliance and Operational Hygiene

Job duties about the Project, which you would be handling in Sweden.

Provide a focus for Service Level Agreement (SLA) management and customer satisfaction across customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.

Ensure that processes are in place to proactively protect consistent service quality, through rigorous management of change control and acceptance into service procedures, in line with ITIL Service Delivery governance guidance.

Ensure that the resources, capabilities and capacity are in place to meet both existing and new business demand.

Provide expert problem management support to high-profile customer issues, making sure that root-cause analysis is conducted, and a corrective action plan is followed through.

Oversee the integration of all service delivery units and improve collaboration within the whole “virtual” service team, including other service partners and suppliers, to ensure a seamless end-to-end delivery of service

Educate, influence and drive the needs of the Customer into decision making across the HCL service teams.

Bring innovation through new initiatives, based on analysis of existing data (performance against SLAs and Customer feedback) to the service delivery through continuous review.

Ensuring all operational service objectives are delivered on time and in accordance with the requirements of the business

Ensure accuracy & audit ability of all related financial transactions of the Agreement

The responsibilities within the governance setup include but are not limited to

Prepare synthetic documents that analyze the service activities and levels

Channelize the meetings in order to reach the objectives of the agenda

Elaborate action plan after the meeting, and ensure a follow up for participants

Annual CSAT

Financial Management, Invoice, account billing and reporting functions

CIP (Value Add) & Productivity

Attrition control