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Service Delivery Manager

Company: Tekfortune Inc.
Location: Plano
Posted on: March 19, 2023

Job Description:

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world s leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.




Required Skills:

Job Description:

Role Responsibilities-

Customer Satisfaction:

- Be the face of HCL in front of the Client Management Team

-Should have experience in EUC projects.

- Be the Primary contact point between HCL Onshore and HCL Offshore Support Teams

- Ensure key client stakeholders in the region remain satisfied with HCL services and most issues managed at the regional and BU level rather than escalated to the global steering committee.

P&L Management:

- Maintain a healthy regional P&L for Customer account, supporting global P&L.

- Ensure regional spend on engagement is within the agreed budget for the region. Follow agreed process for any unforeseen increase in costs with Account Management

- Seek to increase HCL footprint in the region by facilitating onboarding of new projects in the region or increase in service scope for HCL

- Contribute to the global account revenue and profitability targets by meeting or exceeding regional targets

- Support any new business initiatives led by the account management team in the region and proactively provides any leads that can generate new business for HCL in the region

Service Delivery:


- Accomplish IT operations human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state

- Be part of Customer Satisfaction enhancement program and play critical role

- Have a clear idea of urgency and emergencies

- Understand the quality of Service Delivery and the Pain areas of client

- Be proactive in suggesting initiatives to increase the service offered to the client, including understanding how existing processes can be changed or improved to aid Customer business

- Be responsible for the management of escalations, P1/2, complaints.

- Proactively engage HCL management to pinpoint the client pain areas and alert for action from HCL

- Be proactive in liaising with Customer for all Service Impacting Changes or Outages

- Have a complete understanding of vendor capabilities and SLAs

- Achieves IT operational objectives by maintaining current system; evaluating, recommending, testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends determining system improvements; implementing change

For more information and other jobs available please contact our recruitment team at . To view all the jobs available in the USA and Asia please visit our website at .

Keywords: Tekfortune Inc., Plano , Service Delivery Manager, Executive , Plano, Texas

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