Job Summary

Position: Service Delivery Manager – SD Education: Graduate/Post Graduate Other Certifications: ITIL Certification desirable Experience Required: 10-12 years of Service Desk Delivery Management Experience including Management of Service Desk Functions (Service Desk, Remote Desktop Support, Global Access Management) Responsibilities: Management of Service Desk team (Level 1 Service Desk, Remote Desktop Support & Global Access Management) of direct and indirect reportees. Should be prompt to deliver reports (Excel, PowerPoint and other tools), Account performance to Leaders, compliance teams, stake holders Active contribution in Budgeting exercise Liaising with internal teams and/or vendors Should have eye for detail and good knowledge & understanding of SOWs, Change Notes/Requests Active participation in RFP/Bidding process Requirement Gathering and analysis discussions and proposing Best practices and solution design to clients Excellent managerial and analysis skills, to be able to drive project team for Awareness about project implementation life cycle Ability to drive the team ensuring timelines and quality of deliverables Excellent working knowledge of MS Office, particularly of Excel Responsible for driving and achieving performance against agreed Service Level Agreements (SLA\'s), Service Level Objectives (SLO’s) and Key Performance Indicators (KPIs) Coach and train Service Desk team members to improve SLA Adherence and response/resolution time. To optimize customer support, provide staff with regular trainings Continuously evaluate and refine Service Desk procedures and processes in discussion with the customer as per industry best practices. Lead development and management of Knowledge Articles/Standard Operating Procedures (SOPs), Runbooks. Develop and implement procedures to provide high quality services both internally and externally Manage staff levels and scheduling to provide full cover during required business hours Ensuring team is readily available to support via all contractual means i.e. Phone/Chat/Email/Self Service etc. during the Support window. Attending customer calls and handling escalations as and when needed Acting as a technical lead and supporting team with issues being reported at Service Desk with regards to the scope of support Ensuring all applications, technologies, infrastructure required for the proper working of team is available and coordinate with the concerned departments in case of any gaps/outages etc. Preparation and delivery of all reports, decks as needed by the Project and Customer (Daily, Weekly, Monthly etc.) Performing Analysis of Service Desk (SD/RDS/GAM) tickets to identify gaps and work with team in closing the same. Management of in-flight projects and new services being added in scope without impacting the service levels Ensuring Audit Readiness for Service Delivery and Compliance activities Measuring monthly, quarterly, and Yearly performance of the reportees and conducting regular one-on-one discussions Responsible for fostering and development of the team / sub teams and ensuring their career advancement Identify areas of underperformance and take corrective actions as needed Handling other non-technical issues of reportees example: Transport, HR etc. Skills: Strong Leadership & customer relationship skills and drive to push things within and outside the system. Team Size – 80-100 plus Overall Strong Technology Landscape understanding: End User Computing (Active Directory/Exchange/Citrix/Office 365/MDM etc.) User Access Management Service Desk Desktops & Laptops Support Teleconference Windows/Unix/Linux Understands the process gaps and implement necessary changes to align to ITIL guidelines Automation in service delivery – Encourage automation in service delivery to improve response and service. Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenu

Key Responsibilities

Position: Service Delivery Manager – SD Education: Graduate/Post Graduate Other Certifications: ITIL Certification desirable Experience Required: 10-12 years of Service Desk Delivery Management Experience including Management of Service Desk Functions (Service Desk, Remote Desktop Support, Global Access Management) Responsibilities: Management of Service Desk team (Level 1 Service Desk, Remote Desktop Support & Global Access Management) of direct and indirect reportees. Should be prompt to deliver reports (Excel, PowerPoint and other tools), Account performance to Leaders, compliance teams, stake holders Active contribution in Budgeting exercise Liaising with internal teams and/or vendors Should have eye for detail and good knowledge & understanding of SOWs, Change Notes/Requests Active participation in RFP/Bidding process Requirement Gathering and analysis discussions and proposing Best practices and solution design to clients Excellent managerial and analysis skills, to be able to drive project team for Awareness about project implementation life cycle Ability to drive the team ensuring timelines and quality of deliverables Excellent working knowledge of MS Office, particularly of Excel Responsible for driving and achieving performance against agreed Service Level Agreements (SLA\'s), Service Level Objectives (SLO’s) and Key Performance Indicators (KPIs) Coach and train Service Desk team members to improve SLA Adherence and response/resolution time. To optimize customer support, provide staff with regular trainings Continuously evaluate and refine Service Desk procedures and processes in discussion with the customer as per industry best practices. Lead development and management of Knowledge Articles/Standard Operating Procedures (SOPs), Runbooks. Develop and implement procedures to provide high quality services both internally and externally Manage staff levels and scheduling to provide full cover during required business hours Ensuring team is readily available to support via all contractual means i.e. Phone/Chat/Email/Self Service etc. during the Support window. Attending customer calls and handling escalations as and when needed Acting as a technical lead and supporting team with issues being reported at Service Desk with regards to the scope of support Ensuring all applications, technologies, infrastructure required for the proper working of team is available and coordinate with the concerned departments in case of any gaps/outages etc. Preparation and delivery of all reports, decks as needed by the Project and Customer (Daily, Weekly, Monthly etc.) Performing Analysis of Service Desk (SD/RDS/GAM) tickets to identify gaps and work with team in closing the same. Management of in-flight projects and new services being added in scope without impacting the service levels Ensuring Audit Readiness for Service Delivery and Compliance activities Measuring monthly, quarterly, and Yearly performance of the reportees and conducting regular one-on-one discussions Responsible for fostering and development of the team / sub teams and ensuring their career advancement Identify areas of underperformance and take corrective actions as needed Handling other non-technical issues of reportees example: Transport, HR etc. Skills: Strong Leadership & customer relationship skills and drive to push things within and outside the system. Team Size – 80-100 plus Overall Strong Technology Landscape understanding: End User Computing (Active Directory/Exchange/Citrix/Office 365/MDM etc.) User Access Management Service Desk Desktops & Laptops Support Teleconference Windows/Unix/Linux Understands the process gaps and implement necessary changes to align to ITIL guidelines Automation in service delivery – Encourage automation in service delivery to improve response and service. Innovative ideas – Values adds - Encourage innovative ideas that has direct impact on resources, revenu

Skill Requirements

Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization. Utilization – Manage the optimal utilization of resources and man power to deliver the agreed services to customer. Understanding of P&L management Management reporting – Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer. Knowledge of reviewing Statement of Work (SOW). Ability to multi-task and prioritize workload Ability to communicate with: Both internal and external contacts – excellent written and verbal skills are essential Collaboratively and efficiently with team members in different locations and Time zones Good proof reading, grammar and written style (use of plain English). Ability to work calmly and efficiently under pressure without compromising attention to detail Proactive and able to work well in a team environment adapting to different styles of behavior Working within timed deadlines with a really good eye for detail and accuracy Outgoing, cheerful personality, enthusiastic, approachable, professional, displaying a sense of humor and able to communicate well with people at all levels Degree level qualification or equivalent

Other Requirements

NA