Network Operations Service Delivery Manager (SDM)

As a Network Service Delivery Lead, you will report to the Delivery Engagement Lead. Your primarily role is to oversee the functioning of Network Circuit Provisioning and Activation service delivery operations for a B2B Managed Networks Provider. This is a hands-on Operational/Delivery role within the Service Delivery lifecycle of Managed Networks services. The Provisioning and Activation groups is responsible for planning the network installation as per agreed design/solution. This includes managing and optimizing telecommunication networks, circuit prep and configuration using provisioning tools through to live circuit activation.

As a Service Delivery Lead/Group Manager/Senior Manager, you will play a pivotal role in leading a team of experienced Network Associates, Technicians and Specialists in a B2B service environment.

Main Responsibilities:

A : Operational Management and Service Transformation

• Responsible and accountable for the successful Service Delivery of the Function (Provisioning / Activation) as defined in the contract / scorecard
• Design and implement strategic plans to drive success of the Function
• Integrate resources, staffing and development requirements, ensuring adherence to volume demand and capacity management
• Integrate future operating model changes based on projected technology/service improvements
• Improve overall productivity through effective business process improvement methods (Six Sigma, BPM Levers) and through effective deployment of resource utilization
• Build and deploy effective structures and process to deliver operational adherence to incident, change, and ticket management processes
• Ensure operational metrics are appropriately defined and reported consistently
• Responsible for process management, SLA adherence, service improvement, value adds etc. specific to functional area
• Point of contact for all operational and delivery matters

B: Transition Delivery Success – Setup, Knowledge Transfer, Service Assurance

• Responsible and accountable for a successful Transition Execution as per contractual agreement
• Responsible for operational actions leading to successful onboarding of new recruits as per onboarding ramp plans
• Operationally participate and provide necessary resources and support to the Transition management actions
• Drive project timelines and milestones including collaborating closely with 3rd Parties
• Identify potential risks and document and deploy mitigation plans in agreement with stakeholders
• Responsible for successful implementation of Knowledge Transfer process by ensuring documentation of processes and systems and achieving Functional Throughput targets
• Deploy effective Data and Reporting governance structure with the Reporting team in collecting and analyzing performance and productivity performance
• Exceed Service Transition goals by meeting SLAs during the Transition and consistently delivering steady state performance

C: Client Management

• Responsible and Accountable for Positive Client Success Scores across B2B and B2C
• Lead Client engagement & governance meetings such as WBR, MBR & QBRs
• Establish and maintain strong relationships with key client stakeholders, acting as a single point of contact for the assigned (provisioning/activation) function
• Proactively manage and resolve potential issues, ensuring timely and effective problem resolution
• Gather and analyze client feedback to identify areas for improvement and implement changes to enhance the overall client experience
• Develop and implement strategies to improve client retention and expand business opportunities/growth
• Manage or provide inputs in the commercial aspects of the function
• Negotiate on issues and subjects with clients, ensuring that both parties align on expectations and deliverables

D: People Management

• Responsible and Accountable for consistently delivering Employee Skill, Engagement and Attrition Targets
• Lead by example and motivate individuals and teams to deliver best-in-class work ethic
• Set clear goals and expectations for the team and provide tactical interventions & guide towards strategic direction
• Participate in hiring, training and developing a high-performing skilled team of Network Service Delivery professionals
• Drive a High-Performance culture by promoting ownership and fostering a positive and supportive work environment
• Provide regular one-on-one feedback and coaching to enhance individual and team performance
• Identify and address potential causes of employee concerns or dissatisfaction and proactively engage with cross-functional stakeholders in resolving
• Drive participation and own Gallup Pulse Index action planning
• Recognize and celebrate individual and team achievements and acknowledge successes at team meetings and company-wide events as per policy

E: Financial Management

• Responsible and Accountable for delivering Budgeted Costs Savings for the line of business
• Responsible and Accountable for Financial Improvement Plans of key levers linked to Revenue & Margins
• Responsible and Accountable for developing strong and robust controls & monitoring process
• Work with Portfolio Managers in firming up cost estimation models in identifying opportunities and benefits to HCLTech and our Customers
• Responsible and Accountable for mitigating against SLA performance/penalties and driving the culture of consistent Zero-risk Service Credit delivery
• Responsible for Compliance to Financial Best Practices towards monthly invoicing process

Education Requirements:

Preferred: Bachelor's degree with 15-20 years of IT experience with a minimum of 12 year of relevant network experience

Professional Certifications:

Preferred:

Lean Six Sigma Certification preferred

ITIL Certification preferred

CCNA/CCNP/CCIE/ZDTA/ZDTE/CISM/CISSP

Candidate Background: Skills, Knowledge and Abilities:

Minimum

Experience

• 15-20 years of total work experience, 5-8 in a Functional leader and client facing role within the managed network services/Telecom Managed Services domain
• Thorough understanding of the business aspects of managed network services covering all or most functional areas of Order Mgt, Service Delivery, Service Assurance and Service Management

Competences:

• Ability to lead and work independently with minimal supervisory control on operational and functional areas
• Demonstrate successful performance in key client-interfacing and operational management
• Ability to aid business planning & business growth
• Competent in managing escalations & capable of de-escalating issues with the ability to stem recurring or systemic problems
• Ability to work with, communicate and develop relationship with all, including senior levels of management
• Ability to work with, communicate and develop relationship with cross-functional management leaders
• Strong organizational, problem-solving, and analytical skills; ability to manage multiple, complex priorities and workstreams
• Profit focused and accountable for results; possess strong financial acumen
• Versatility, flexibility, and a willingness to work within constantly changing priorities
• Demonstrates ability to interpret economic conditions and relevant business indicators and anticipate the impact on the service business unit
• Experience in managing large scale transitions (understanding of activities, timeframes, program mgmt., budget, business case development, etc.)
• Negotiation/influence skills that effectively maintain relationships in sensitive situations

Domain Experience

• Prior work experience in Circuit Networking (Provisioning or Activations) Service Delivery Operations
• Good knowledge of Networking, OSI Model & Networking resources & topology like Hubs, Switches, Routers (mainly Layer 1 & 2 devices)
• Good knowledge of Networking Protocols & Ports (DNS, DHCP, IP, PIP, TCP, Routing, Switching, Subnetting
• Ability to participate and oversee Major Network Escalations/Outages Conference Bridges
• Network Security platforms like Palo Alto, Illumio, zScaler & Cisco ISE etc

Additional Role Requirements:

• Flexible to work in US and EMEA shifts rotationally or as required and participate in audio/video meetings as per Client time zones.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

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