HCL - ITSM Service Delivery Management

Company : HCL Tech

Location : Noida

Experience : 12+ yrs

JD :

IT Services Management :

- Delivering Services to the customer according to the contract and adherence to agreed SLAs

- Assisting the SDM on adherence to KPIs agreed in the contract

- Contribute significantly to the management of IT Services for the customer

- Advise and make significant contributions to SDM on customer's IT policies

- Make recommendations on strategies in respect of various technologies like Data Centre, IT equipment, Voice equipment and other technologies pertaining to IT.

- Participate in periodic reviews with SDM, customer representatives and vendor representatives

- 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

- Ensure The SLA of all the Track & SLA violation

- Team Meetings with all the stakeholders Implementation & Tracking of SIP & CIP Ensure A-CSAT target should achieve & improvement plans to be created for less scoring areas

- Ensure organizational awareness, new changes in Customer organization

- Ensure timely preparation of matrix, presentation for customer review and meetings

- Quarterly team meetings & skip meetings

- Review of Track members & Track leads on monthly basis

- Responsible for all the issues related to rotation / progress of the employee who are recruited within the OMC

- Ensure the Training Calendar should be available & updated on a monthly basis

- BRQ should be raised & invoice should be generated in timely manner

- Review Budget Vs Actual Cost, Analyse the deviation & plan

- Updation of RA modules Ensure teams to work on VCI portal Work with TL to give more value addition to customer & Track scored be done Coordination among Transport, Admin, Quality Ensure that all required associate should be nominated in CJ