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IT Infrastructure- Service Delivery Manager

Company: HCL America Inc.
Location: Allentown
Posted on: November 19, 2020

Job Description:

The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer. The key responsibilities for this role include IT Services Management -Delivering Services to the customer according to the contract and adherence to agreed SLAs -Own the KPIs agreed in the contract. -Will be the single point contact and will be responsible for the overall management of IT Services for the customer. -Make recommendations on strategies in respect of various technologies. -Establish and maintain standards and methodologies for providing IT Services to the customer in respect of operational issues -Provide the periodical reports and other ad-hoc reports as per the contract to the customer -Maintaining disaster recovery and business continuity processes for the customer -Build long-term relationship with the customer -Deliver continual improvement in service measures and KPIs -Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc and relevant proposals are submitted within the stipulated timeframe. -PL responsibility -Automation in service delivery -Resource management -Utilization -Will be responsible for billing -Value add to customer-YOY by working closely with the in consultation with COE and HCL architecture head. -Overall SLA management and Operation interaction with technologies Lead Service Owner -Overall Customer Satisfaction -Overall employee satisfaction Team Management -Management of onshore offshore team members -Motivation of individuals and building team working -Employee retention, motivation and training -Focus on grooming people from L1 to L2, to L3 within select timelines -Development of technical and personal skills for team members -Address suitable career development of staff Personal Management -Demonstrate personal commitment to excellence -This is a middle management position and should concentrate on the control organization of the reporting staff members -Maintain awareness of customers business and IT role in it -Awareness of other companies IT functions, especially in the financial sector -Deal effectively with outside contacts vendors -Avoid unnecessary conflicts and should know how to escalate issues -Should be able to adjust to people, culture, policies and situations -Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding -Will participate in monthly reviews and governance meetings -Will coordinate QA, Audit, Financial Management and Asset management. Desired skills Minimum of 16 yrs out of which at least 8 years of IT Infrastructure Operations Datacenter Operations Management Strong Techno-Commercial Business Orientation and Cost Sensitive with ability to balance decisions between Automation People Infrastructure Availability. Strong Leadership Team Building Decision Making attribute Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools managing it either for a F-500 company or for a leading IT Service Company Expertise in Defining Process and ensure the implementation within the Service Delivery Organization exposure to ITIL Best Practices is necessary Data Centre Migration Consolidation experience will be an advantage Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours Open to Intensive Travel both inbound and out bound Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises. HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services. As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com

Keywords: HCL America Inc., Allentown , IT Infrastructure- Service Delivery Manager, IT / Software / Systems , Allentown, Pennsylvania

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