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