Publicat 26 Aug 2019 | Reactualizat 16 Sep 2019 | Expiră 25 Sep 2019

Service Improvement Manager (9 months contract)

1 post

Candidatul ideal

  • Bachelor's Degree
  • Demonstrable experience of having designed and implemented significant programmes as well as productivity improvements
  • Demonstrated ability to work collaboratively - and lead - in a matrix management environment
  • Strong experience in IT/service delivery/consulting
  • Strong people management experience, projects and client interaction experience
  • Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
  • Strong Project Management skills
  • Relevant language skills (English & preferable another European language)
  • Good communication skills both verbal and written
  • Negotiation skills
  • Proactive approach and self-motivated to work individually and in a team
  • Ability to build strong relationships with remote delivery organization and client interface
  • Ability to engage with cross functional, global and multi-lingual teams for support

Descrierea jobului

  • Supports MPS Capability in Rightshore location(s) via the defined matrix structure
  • Programme manages - and monitors the implementation of - process standards within EMEA Multi Country account base in line with Service Excellence direction. The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost
  • Driving programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for our Client
  • Unblocking and removing barriers for within programmes to drive delivery of service that meets SLA and delights the customer
  • Is able to align client expectations with the Client' service delivery capability and service improvement initiatives, able to effectively communicate internally and externally
  • Provides expert problem and major incident management leadership to difficult, high profile issues
  • Champion of MPS Capability best practice, reviews and processes in line with Service Delivery governance guidance
  • Where service improvement is required, ensures that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently
  • Oversees and monitors that – when relevant – the responsible parties implement corrective action plans and follow these through to successful resolution
  • Ensures and monitors that root-cause analysis of identified issues is conducted and learning is shared and applied for future benefit

Descrierea companiei

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships.

We offer an integrated portfolio of products, solutions, services, and IP through our Mode 1-2-3 strategy, built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering Services, amongst others. With a worldwide network of R&D, innovation labs and delivery centers, and 120,000+ ‘Ideapreneurs’ working in 39 countries, HCL serves leading enterprises across key industries, including 250 of the Fortune 500 and 650 of the Global 2000.

Website: http://www.hcltech.com

Service Improvement Manager (9 months contract)  -  HCL Technologies Ltd.

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