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Associate General Manager

Company: HCL Tech
Location: Saint Louis
Posted on: January 27, 2023

Job Description:

Job Description (Posting)

Reporting Manager: DU HeadJob Description for the Position :- 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 co-ordinating 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.- P&L 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 Operation interaction with technologies Lead / Service Owner- Overall Customer Satisfaction- Overall employee satisfactionTeam 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, L2 to L3 within select timelines- Development of technical and personal skills for team members- Address suitable career development of staffPersonal 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 customer s business and IT s 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, behaviour and opinions of others by appealing to reason or understanding- Will participate in monthly review s and governance meetings- Will coordinate QA, Audit, Financial Management and Asset management.Skills, Experience and Qualification Required for the Position :- Education - Minimum Qualification - Engineer / MBA desired- MCSE/CCNP or Equalvant technical certificationExperience - 10 15+ years experience, with at least 5-8 years in IT Outsourcing and Infrastructure Management Services.- Ideal candidate would be expected to have a good understanding of technology in Systems (Server & storage side) / Network and Security Services / Desktop, Messaging and End User Computing services.- Candidates who can demonstrate financial industry knowledge and prior experience in a similar role will be preferred- Should have very strong written and oral communication skills in English- Demonstrated ability to work with technical teams and understand the issues involved in providing services to customers under such a construct esp. as it pertains to Infrastructure management services- Ability to work independently with li

Qualification

B Tech

Skill (Primary)

PMO-Program Management-Program Management

Keywords: HCL Tech, St. Louis , Associate General Manager, Executive , Saint Louis, Missouri

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