Sr Service Delivery Manager (DPO)
Guatemala
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Job Description
Sr Service Delivery Manager (DPO)
Others, Others

Job Summary

Work@Risk Register Application and Shared Mailbox Support

  • Daily Support via W@R Shared Mailbox and personal chat
  • Consolidate issues and improvements (feedback tracker)
  • Weekly meetings with Power Users
  • Sprint planning support (audit requirements for app, bug fixes and new functionalities)
  • Attend meetings with CEIA (development) Team for development and app issues topics
  • Global Application communications
  • User Guide and Reference Wiki updates as needed
  • Shared Mailbox automatic reply setup for Power User support for urgent topics

 

  • Reporting and Data
  • Support via W@R mailbox and personal chat
  • Daily update all files (historical data)
  • Governance activities (closing entries)
  • Weekly reports for FBS Team
  • Dashboard (PowerBI) recommendations and/or Updates as needed
  • Work at Risk Governance Handbook Updates (daily, weekly, monthly activities details)

 

v Strategy Support

  • Process improvements – reviews and recommendations
  • Reduction strategy – reviews and recommendations
  • Documentation (SOP, Wiki pages, SharePoint)
  • Attend meetings with SPOCs (ECS and Sales)
  • Major changes – reviews and recommendations
  • Education and Rollout Support
  • Report Design – reviews and recommendations

Key Responsibilities

1. Co-Ordination With Onsite Track Leads And Engaging With Customers
2. Ensure Process Effectiveness And Continual Service Improvement
3. Managing Cost Of Providing Service Within Budgeted Levels
4. Managing Risks And Escalating Appropriately To Sr Management
5. Managing Support Operations To Agreed Slas
6. To Lead, Guide And Coach The Team

Skill Requirements

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Other Requirements

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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.