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Service Delivery Manager - Infrastructure

Posted on Nov 5, 2019 by HCL GB Ltd

Dublin, Ireland
Immediate Start
Annual Salary

SDM - Infrastructure management services

To manage and own the projects and Service Delivery of the account & ensure that it results in minimum (contractually agreed) or no service interruptions and effectively focus on continuous service improvement to provide a value-adding services to the customer.

Role Responsibilities

  • Be the Primary contact point for both HCL Onshore and HCL Offshore Support Teams
  • Demonstrate sense of urgency and emergencies
  • Ability to understand the challenges in the current delivery and to formulate a plan and implement solutions to address th customer pain areas
  • Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid the customer business
  • Be responsible for the management of escalations for the services delivered
  • Proactively engage HCL management to pinpoint the client pain areas and alert for action from HCL
  • Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state
  • Be the driver to drive the Customer Satisfaction enhancement program and play critical role in improving the customer satisfaction and experience
  • Be accountable for the day to day service provided to the Client, including SIPs, CIPs and Value Adds
  • Be proactive in liaising with the customer for all Service Impacting Changes or Outages
  • Have a complete understanding of vendor capabilities and SLAs
  • Determines IT operations service requirements by analysing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
  • Improves quality results by evaluating and upgrading processes; directing changes.
  • Lead the Service Review Meetings
  • Lead and Coordinate the external audits of the project to success
  • Attend CRB and other operational meetings
  • Conduct Internal Service Review Meeting and take actions for improvement
  • Ensure Reporting is 100% accurate
  • Ensure timely delivery of all agreed reports
  • Clear understanding of the Contractual Service Levels and its associated service credits and impacts
  • Manage IT Support functional teams performance by internal OLA rating and stack ranking

Reference: 789680878

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