What are the responsibilities and job description for the PROGRAM MANAGER position at HCL Technologies?
About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Service Delivery Manager
Job Summary
The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives. (1.) Key Responsibilities
1. Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.
2. Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).
3. Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.
4. Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.
5. Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.
Skill Requirements
1. Strong Understanding Of Service Delivery Management Principles And Practices.
2. Proficiency In Lean It And Process Improvement Methodologies.
3. Excellent Leadership And Team Management Skills.
4. Solid Customer Relationship Management And Engagement Capabilities.
5. Experience In Financial Management And P&L Oversight.
Certification
1. Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable.
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
Service Delivery Manager
Job Summary
The Service Delivery Manager (DFS) plays a critical role in overseeing the profitability and operational excellence of service engagements. This position is responsible for managing escalations, ensuring compliance with service agreements, and driving continuous improvement initiatives. The role also emphasizes team development and customer satisfaction, making it essential for achieving the organization's strategic objectives. (1.) Key Responsibilities
1. Implement Process Improvement Initiatives By Leveraging Lean It Methodologies And Automation Tools To Enhance Operational Efficiency And Minimize Human Error In Service Delivery.
2. Plan And Execute Program And Delivery Management Strategies, Ensuring That Project Margins And Deliverables Align With Financial Targets As Outlined In The Statement Of Work (Sow).
3. Lead And Mentor The Service Delivery Team, Fostering An Environment Of Engagement And Professional Development To Improve Employee Retention And Performance.
4. Cultivate Strong Customer Relationships By Ensuring High Levels Of Engagement, Satisfaction, And Referenceability Through Proactive Communication And Feedback Mechanisms.
5. Drive Resource Upskilling And Development By Facilitating Internal Training Programs And Growth Opportunities, Aligning Team Capabilities With Organizational Needs.
Skill Requirements
1. Strong Understanding Of Service Delivery Management Principles And Practices.
2. Proficiency In Lean It And Process Improvement Methodologies.
3. Excellent Leadership And Team Management Skills.
4. Solid Customer Relationship Management And Engagement Capabilities.
5. Experience In Financial Management And P&L Oversight.
Certification
1. Relevant Certifications Such As Itil, Six Sigma, Or Pmp Are Optional But Valuable.
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