Tower Lead - Program & Project Management
United States
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Job Description
Tower Lead - Program & Project Management

Job Summary

The Tower Lead for Support & Operations plays a crucial role in ensuring that escalations are resolved in a timely manner, aligning with organizational standards and service level agreements. This position is integral to delivering reports and services as specified in the Statement of Work (SOW), while actively driving initiatives that enhance operational efficiency and customer satisfaction.

Key Responsibilities

1. Generate Tower Level Employee Engagement (Ee) And Employee Net (En) Revenue Through Effective Project Executive Strategies And Dmo Methodologies, Ensuring Alignment With Organizational Goals.
2. Ensure All Tasks, Responsibilities, And Escalations Are Resolved In Accordance With Agreed Sla Norms, Utilizing Project Management Best Practices To Drive Accountability And Performance.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Services Delivered Meet The Standards Set Forth In The Sow, Employing Effective Monitoring And Evaluation Techniques.
4. Promote Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks That Enhance Service Delivery And Client Relations.
5. Oversee And Implement The Profit Improvement Plan (Pip) Through Strategic Levers Such As Automation And Self-Driven Initiatives, Driving Continuous Improvement In Operational Performance.

Skill Requirements

1. In-Depth Knowledge Of Project Management Principles And Methodologies.
2. Strong Understanding Of Dmo Practices And Frameworks.
3. Proficiency In Operational Management And Customer Service Excellence.
4. Excellent Analytical And Reporting Skills To Validate Operational Hygiene.
5. Strong Leadership And Communication Skills To Promote Positive Customer Relationships.

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Certified Scrummaster (Csm), Or Itil Foundation
Maximum Salary (US): 
Minimum Salary (US): 
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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 226,600 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 September 2025 totaled $14.2 billion.

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.