Senior Service Delivery Manager

About the role

Global Service Delivery and Assurance are the global team that are responsible for ensuring the effective delivery of Digital Workplace and CTO Services both globally as well as within the markets, doing so in partnership with BU, Manufacturing and R&D Tech teams. The Services are operated, maintained, and delivered by multiple Service Towers across CTO. Global Service Delivery and Assurance works in close collaboration with local teams as well as relying on our network of vendor partners to deliver our ambitious colleague experience goals.

The Service / Programme Delivery Lead is responsible for partnering with the different markets BU Tech and ensuring we deliver robust, effective and efficient Services that cater for the varying needs of the market while maintaining a global view. The Service Delivery Lead will ensure there are consistent and standardised ways of working. The role holder will bring innovative approach to tracking service delivery, unblocking reliability threats, effective tech budget management and leading regional Service Delivery.

Key Responsibilities

• Lead the team of Service delivery Managers to deliver best in class services through excellent supplier/business tech partnering and stakeholder management
• Accountable for the Service performance of End-User and Digital Workplace Services
• Responsible for other CTO Services performance within stated Regions
• Responsible to enhance DEX by driving operational efficiency and customer centric innovation approach
• Proactively identify business needs and influence service delivery while influencing global Service strategy
• Continually evaluate and balance cost of service v’s value proposition
• Act as the CTO representative in the region while also acting as feedback loop to improve CTO Services
• Leadership of Managed Service Partners
• Champion delivery of CTO projects in Region
• Partners with BU Tech to deliver services that accelerate business value

Skills

• Project/Program management, Service Delivery and Operations experience
• Excellent communication and interpersonal skills
• Experience managing MSPs
• Retail business understanding and experience working directly with business technology stakeholders
• Logical understanding on Cloud/Network/Digital workplace/Security/End User Services
• Basic experience of procurement and vendor management
• Exposure of working in Dynamic environment
• Global Exposure is added advantage

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year