Housing Business Operations Lead

hace 3 semanas

Estado de Jalisco, México HCLTech A tiempo completo

HCLTech is a global technology company, home to more than 223,000 people in 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We offer End-to-end digital transformation expertise that helps clients from strategy through execution.
We work with the biggest brands, offering the opportunity to be a part of industry-leading work We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark
We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities
Operations Manager

Operations Manager oversees the customer deliverables and services, ensuring they align with business needs and service level agreements (SLAs). This role involves managing Customer Expectation, Regular Operations, projects deliverables, handling Major incidents, and driving service improvements. Client Relationship Management:

# Communicate effectively with clients regarding service delivery, incidents, and projects.
# Gather client feedback and identify opportunities for service improvement.

~ Service Delivery Management:

# Ensure the seamless delivery of services according to agreed-upon SLAs.
# Manage and optimize the performance of supported infrastructure.
# Coordinate and manage service delivery teams
# Track key and critical performance indicators (KPIs, CPIs) and metrics related to service delivery.

~ Provide guidance and support to team members.
# Identify training needs and facilitate professional development opportunities.

~ Project Management:

# Ensure projects are delivered on time, within budget, and meet quality standards.
# Manage project risks and issues, escalating as needed.

~ Incident and Problem Management:

# Act as a point of contact for incidents and service disruptions.
# Conduct root cause analysis (RCA) to prevent future incidents.

~ Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.
# Implement process improvements and automation to optimize service delivery.


Preferred proficiency in project management methodologies (e.g., Agile, Waterfall).

Meal Support
~ Multinational colleagues & projects
~ Health & Life insurance for you and your family
~

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