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Copenhagen

    general manager - Copenhagen, Danmark - HCLTech

    HCLTech
    HCLTech Copenhagen, Danmark

    for 15 timer siden

    Default job background
    Beskrivelse
    When you are part of a $10+ Bn company that's been voted as the Top Employer by Forbes, you know you can take a few things granted. Like a work life balance, for example. Like having a bouquet of benefits not just for you but for your family too. Like working on some of the most rewarding projects that change our world for better. At HCL we believe, at the end of the day, who we are and how happy we are is because of the people we surround ourselves with.
    Here is an opportunity is to be part of HCL Technologies
    Title of role – Program Manager
    Location – Copenhagen, Denmark
    Employment Type – Contract
    Experience YEARS

    SERVICE DELIVERY MANAGER (SDD)
    JOB DUTIES:
    Is accountable for overall HCL Service delivery and the quality of Service for Key engagements. The role will also be accountable for all financial activities related to the Agreement, delivery of services and will be primarily responsible for all contracted services.
  • Key Initiatives to manage key engagements, IN/SR reduction and MTTR initiatives, reduction of Infra cost, trend analysis & monitoring of Delivery Quality
  • Ensuring quality and productivity through institutionalization of organization processes
  • Ensure timely billing along with finance and work with WPC, HR, MSI, Location Heads and other enabling functions to drive other organizational Initiatives and Deliverables
  • Identify and Implementation of Service Improvements together with the SDM, Team Leads
  • Escalation, Scope and scope change management and enable EN based on operations insight
  • Accountable for necessary documents with attention to quality and adhere to the account specific process requirements
  • Focus on project opportunities and transformation initiatives and provide escalation support for high impact and complex issues
  • Meet KRAs aligned to Annual CSAT, Fresher Intake, Automation, SLA Compliance and Operational Hygiene
    • Job duties about the Project, which you would be handling in Sweden.
  • Provide a focus for Service Level Agreement (SLA) management and customer satisfaction across customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
  • Ensure that processes are in place to proactively protect consistent service quality, through rigorous management of change control and acceptance into service procedures, in line with ITIL Service Delivery governance guidance.
  • Ensure that the resources, capabilities and capacity are in place to meet both existing and new business demand.
  • Provide expert problem management support to high-profile customer issues, making sure that root-cause analysis is conducted, and a corrective action plan is followed through.
  • Oversee the integration of all service delivery units and improve collaboration within the whole "virtual" service team, including other service partners and suppliers, to ensure a seamless end-to-end delivery of service
  • Educate, influence and drive the needs of the Customer into decision making across the HCL service teams.
  • Bring innovation through new initiatives, based on analysis of existing data (performance against SLAs and Customer feedback) to the service delivery through continuous review.
  • Ensuring all operational service objectives are delivered on time and in accordance with the requirements of the business
  • Ensure accuracy & audit ability of all related financial transactions of the Agreement
    • The responsibilities within the governance setup include but are not limited to
  • Prepare synthetic documents that analyze the service activities and levels
  • Channelize the meetings in order to reach the objectives of the agenda
  • Elaborate action plan after the meeting, and ensure a follow up for participants
  • Annual CSAT
  • Financial Management, Invoice, account billing and reporting functions
  • CIP (Value Add) & Productivity
  • Attrition control
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