DesignationGENERAL MANAGERNo. of Positions1Experience11-15 YearsSkill (Primary)PMO-Program Management-Program ManagementQualificationB-TechJob Description (Posting).Service Delivery Manager Job Description Education: Any Graduation Location: Relevant Experience: Should have a minimum of 10 years of relevant experience in Infrastructure and 4+ experience in similar role Should understand industry standard process and procedures to run a Remote offshore delivery center. Should have experience in handling global customers communication has to be at its best both oral and written. Manage the P & L of the project and ensure we achieve / over achieve the allocated revenue targets and profit margin and control the cost as per the plan. Experience in End User Computing domain and familiar with the stack of technologies involved in EUC Experience in Data center management Experience in Service desk and help desk management for a large customer base, preferably over 50,000 end users Expansion of services to fill all gamut s of infrastructure-increase breadth. Focus on project opportunities and transformation initiatives ITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines Automation in service delivery Enocurage automation in service delivery to improve response and service. Innovative ideas Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services. Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization. Utilization Manage the optimal utilization of resources and man power to deliver the agreed services to customer. Billing Ensure prompt billing/ invoices reaches customer as agreed upon and ensure timing collection from them. Management reporting Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer. Conduct regular in-depth service and process audits. Ensure the project team fully aligns to the audit requirements and be in compliance with HCL s directions. Conduct internal audit review and assist in the external audit process and procedures. Employee retention, motivation and training - Responsible for resource intake, plan necessary training, resource rotation, motivation. Attrition to be controlled within the baselines allocated. Optimization of resource utilization through de-skilling and up skilling as necessary Focus on grooming people from L1 to L2, L2 to L3 within select timelines Value add to customer-YOY by working closely with the Transformation and Consulting group for: Architecture gap assessment studies Implementation of new technologies Consolidation/virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies Be a business partner to customer to understand the business process and needs and provide service as needed. Work towards a WIN- WIN situation Overall SLA management Operation interaction with technologies Lead / Service Owner Overall Customer Satisfaction Ensure we score high marks in the CSAT conducted. Overall employee satisfaction Flexible and Willing to work in 24 7 environment support Aware of Application services is an added advantage. (1.) To anchor process improvementorcompliance and other organizational initiatives (2.) To liaise with HR for recruitment or resourcing and guide and develop the team for better performance and retention (3.) To plan for Program and Delivery Management and ensure that the agreed deliverables in terms of time, cost and quality are met
