PURPOSE OF ROLE
To lead and develop a highly-utilized and highly-deployable team in a manner that is both flexible and responsive to the entity’s business needs
The role holder will manage a team of people to achieve agreed business objectives
Responsible for coordinating the steady-state service delivery to multiple client accounts, promoting the continuous improvement of productivity, service quality and customer satisfaction.
Delivering services that meet SLA and delight the customer
Developing strong internal and external relationships
Achieving cost control through proactive financial activities
Assisting the Service Delivery Manager in transforming and growing the business
People development responsibilities
Define team roles and activities to meet team objectives, balancing skills, experience, team styles and workload.
Oversee a robust and timely resource management process.
Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required
Identify and agree development actions for current and future roles, providing ongoing coaching and support in the achievement of those actions.
Address shortfalls in performance via coaching support and performance counseling. If required, instigate formal performance improvement processes in line with local procedures.
Act as a customer and internal point of contact for the Client Delivery Team;
Align internal and external customer expectations;
Develops and maintains relationship with relevant stakeholders in our Client's organization, in client or in partner organizations;
Effectively forecast Client Delivery workload requirements;
Ensure that the necessary documentation of processes on customers’ contracts are robust and quality assured;
Ensure Process and Procedures for SDC are documented per contract/account;
Maintain day-to-day activities and escalations, and provide effective management controls of the team under their management;
Contribute to more efficient work processes;
Manage the documentation of all processes that fall under the Team Leader’s responsibilities
Participate in review calls with the management team and continuously seek out improvement areas;
Create scrutiny, inspection and coaching processes specific to the Service Delivery area
Support all new accounts – training, process documentation, ad-hoc requirements;
Support continuous development of existing tools;
Support development of tools in order to automate team activities;
Other duties as required.
Identify key business performance metrics for area of responsibility, review progress monthly and implement action plan to address any deviation from plan;
Act as a customer and internal point of contact for assigned contracts;
Owning review calls with stakeholders and continuously seeking improvement areas;
Responsible for the effective coordination of external / internal queries / escalations;
Ensure that feedback from the client is sent to the management team to drive the improvement of services;
Support the asset management database to agreed data quality levels;
Carry out quality checks to ensure quality standards are maintained;
Track the performance against SLAs and KPIs;
Centre of competence for XDM, XSM and XRM;
Set up of common and consistent processes and process documentation across the Client Delivery Capability, review existing processes and process documentation on a quarterly basis;
Develop Service Improvement Plans, including Root Cause Analysis;
Coordinate and gather Financial data for monthly billing reconciliation;
Contribute to P&L performance through cost control and innovation;
General knowledge of our Client’s structural workings and what we sell;
Provide necessary support for contract change management;
Adhere to agreed processes;
Identify short and long-term actions that will drive continuous improvement in area of responsibility;
Maintain standards when using the Hub sites.
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.
We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.