Track Lead - Program & Project Management
India
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Job Description
Track Lead - Program & Project Management
Gautam Buddha Nagar, Uttar Pradesh

Job Summary


Job Summary : The Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.
Job Responsibilities : Key Responsibilities Service Delivery & Operations Ownership • Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations. • Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk. • A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account. • Provide end-to-end ownership of incident coordination and management of all service requests, including logging, tracking and reporting in the ITSM system. • Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager. SLA, Incident, Problem & Change Governance • Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence. • Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach. • Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix. Proactive Risk & Monitoring • Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service. • Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues. Stakeholder Management & Communication • Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds. • Represent HCLTech in the CNR governance cadence – weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans. • Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal. Team & Resource Management • Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base. • Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support. Continuous Improvement • Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.

Key Responsibilities

Skill Requirement : Must-Have • Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment. • Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management. • Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms). • Demonstrated SLA/KPI governance and reporting capability. • Excellent stakeholder management, executive communication and client-facing presence. • Strong ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have • ITIL Foundation (or higher) certification. • Experience managing multi-location / multi-shift deskside teams. • Exposure to media/broadcast or news-industry IT environments. • Working knowledge of MS Intune, Defender, and endpoint compliance management.
Other Requirement : • Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role. • Willingness to meet the client for a pre-deployment introduction as part of the selection process. • Background checks as per HCLTech and CNR/MSA requirements.

Skill Requirements

Job Description : Job Description\\\\r\\\\nOperations Manager – Digital Workplace Services (Onsite)\\\\r\\\\nHCLTech | Client Account: Collective Newsroom (CNR)\\\\r\\\\n\\\\r\\\\nRole Title Operations Manager – Digital Workplace Services (Onsite)\\\\r\\\\nReports To Service Delivery Manager (Offshore)\\\\r\\\\nWork Location CNR Office – 1st & 2nd Floor, Tower C, Max House, Okhla Industrial Estate Phase 3 Road, Okhla Phase III, New Delhi – 110020\\\\r\\\\nWork Model Work from client office – all working days (5 days a week). Hybrid not applicable.\\\\r\\\\nBand / Level E3 (Manager)\\\\r\\\\nExperience 10–14 years in IT Service Delivery / IT Operations Management\\\\r\\\\nRole Summary\\\\r\\\\nThe Operations Manager is the onsite delivery owner for HCLTech’s engagement at CNR, accountable for the day-to-day running of all technical tracks delivered on the account – including Service Desk, Deskside Support (DSS), Remote Desktop Support (RDS), Global Access Management (GAM), Cybersecurity, Digital Workplace (DWP), Microsoft and Networking – operating from CNR premises on CNR-provided infrastructure and telephony. The role carries end-to-end ownership of service performance, SLA/KPI adherence, incident/problem/change management, proactive risk identification, and consistent, transparent communication with CNR stakeholders across every track. This is a client-facing leadership position where confidence, ownership and a strong understanding of CNR’s end-to-end IT infrastructure are critical to sustaining and growing the engagement.\\\\r\\\\nKey Responsibilities\\\\r\\\\nService Delivery & Operations Ownership\\\\r\\\\n• Own end-to-end delivery for all tracks within the account, acting as the single point of accountability for on-floor operations.\\\\r\\\\n• Ensure incidents and service requests are resolved within prescribed SLA/KPI limits, and escalate appropriately when thresholds are at risk.\\\\r\\\\n• A key expectation of this role is to manage cross-functional alignment across Service Desk, DSS, RDS, GAM, Cybersecurity, DWP, Microsoft and Networking teams, including shared-service resources, to ensure consistent ownership, accountability and service quality for the CNR account.\\\\r\\\\n• Provide end-to-end ownership of incident coordination and management of all service requests, including logging, tracking and reporting in the ITSM system.\\\\r\\\\n• Oversee hands-and-feet / touch services, new-joiner device readiness, and leaver equipment uplift/reimage in coordination with the Hardware Asset Manager.\\\\r\\\\nSLA, Incident, Problem & Change Governance\\\\r\\\\n• Drive strong incident, problem and change management disciplines, ensuring controlled change, root-cause resolution and minimal recurrence.\\\\r\\\\n• Maintain SLA adherence and delivery quality across all in-scope towers, owning corrective actions on any breach.\\\\r\\\\n• Coordinate L2/L3 issue handling in the queue and manage escalation flow to CNR, vendors, or OEMs as per the agreed escalation matrix.\\\\r\\\\nProactive Risk & Monitoring\\\\r\\\\n• Proactively identify operational risks (e.g., resource coverage across floors, VIP/P1 support, peak-load and leave-gap risks) and put mitigation plans in place before they impact service.\\\\r\\\\n• Ensure proactive monitoring and timely resolution, with early warning to stakeholders on emerging issues.\\\\r\\\\nStakeholder Management & Communication\\\\r\\\\n• Provide consistent, transparent communication to CNR stakeholders during incident response and BAU, advising on progress and workarounds.\\\\r\\\\n• Represent HCLTech in the CNR governance cadenc

Other Requirements

weekly operations meetings, fortnightly/monthly service reviews and Quarterly Business Reviews – presenting service performance, backlog, action lists and improvement plans.\\\\r\\\\n• Build strong working relationships with CNR’s Head of IT, Team Leads and end-user community, reinforcing delivery confidence ahead of the BAU renewal.\\\\r\\\\nTeam & Resource Management\\\\r\\\\n• Lead, mentor and manage the onsite DSS/Service Desk team, ensuring adequate coverage across all CNR floors and language-support groups for the 350+ user base.\\\\r\\\\n• Manage rosters, leave/backfill planning and workload balancing to protect SLA and VIP/P1 support.\\\\r\\\\nContinuous Improvement\\\\r\\\\n• Drive service improvement, automation and upsell opportunities across tracks (Cybersecurity, DWP, Microsoft, Networking) in support of the upcoming BAU renewal.\\\\r\\\\nSkills & Competencies\\\\r\\\\nMust-Have\\\\r\\\\n• Proven IT Service Delivery / Operations Management experience in a managed-services or outsourced environment.\\\\r\\\\n• Strong command of ITIL processes – Incident, Problem, Change, Request and Knowledge Management.\\\\r\\\\n• Solid understanding of End-User / Digital Workplace infrastructure (endpoints, Intune/MDM, M365, service desk tooling, ITSM platforms).\\\\r\\\\n• Demonstrated SLA/KPI governance and reporting capability.\\\\r\\\\n• Excellent stakeholder management, executive communication and client-facing presence.\\\\r\\\\n• Strong ownership mindset, proactive risk identification and issue-resolution orientation. Good-to-Have\\\\r\\\\n• ITIL Foundation (or higher) certification.\\\\r\\\\n• Experience managing multi-location / multi-shift deskside teams.\\\\r\\\\n• Exposure to media/broadcast or news-industry IT environments.\\\\r\\\\n• Working knowledge of MS Intune, Defender, and endpoint compliance management.\\\\r\\\\nQualifications\\\\r\\\\n• Bachelor’s degree in IT, Computer Science, Engineering or related discipline (Postgraduate/MBA preferred).\\\\r\\\\n• 10–14 years of relevant experience, with at least 3–5 years in an operations/delivery leadership role.\\\\r\\\\nOther Requirements\\\\r\\\\n• Mandatory 5-day work-from-CNR-office at the Max House, Okhla location; hybrid is not applicable for this role.\\\\r\\\\n• Willingness to meet the client for a pre-deployment introduction as part of the selection process.\\\\r\\\\n• Background checks as per HCLTech and CNR/MSA requirements.\\\\r\\\\n
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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 223,000 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 June 2026 totaled $14.8 billion.