Service Line Manager - IT Infra Services

Service Line Manager

The primary objectives of the Role are

- Within assigned account encourage a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm.

- Working closely with delivery teams, Implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction.

- Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability

- Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues

- Reduce the cost of delivery by standardisation of Service Delivery processes and technology solutions

- Implement standard governance, reporting and escalation processes across responsible accounts

- Coach Track Leads and SMEs in assigned accounts focusing on both technical and management capabilities

EDUCATION AND EXPERIENCE

Minimum:

- Degree in computer science or equivalent

- 10+ years of experience in IT Infrastructure services management in various End user computing functions

- ITIL foundation certified

- Managed clients directly for distributed service delivery

- Managed virtual teams distributed across geographies

- Managed projects on continuous improvement using methods such as six sigma

SKILLS AND ABILITIES

- Demonstrated capabilities and Self motivated for Improvements and Innovation

- In depth technical skills on atleast 2 areas – Servicedesk, Active Directory, Messaging (Exchange / Lotus Notes), Field Support, Client Application Management (Software Distribution, Packaging and Distribution tools), Citrix/VDI

- Global cultural awareness is required

- Demonstrated matrix-management skills are required

- Excellent Communication skills are required

- Must be willing to travel extensively to perform the required role

If you feel, you are a good fit for this role, Pl revert with the foll details in cover letter-

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Pradeep