Service Delivery Manager

About the jobHCLTech is a global technology company, home to more than 218,000 people across 59 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. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion. Service Delivery Manager is responsible for managing large global Service desk and FSO, of a large fortune 100 customer. An ideal candidate should have experience in setting up new service desk and multiple years of experience in managing large service desk, driving service improvement programs. Essential Duties and Responsibilities Manage team of 50+ service desk and FSO agents across multiple locations Identify areas of opportunity for automation, work with customer and automation architects to implement automation Conduct daily stand up calls, weekly/monthly governance call with internal team and with customer Improve quality delivery of services through constant audit, identifying areas of improvement and mature delivery of EUC services Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self. Strong Understanding of SLAs and ability to do analytics to identify areas for improving service levels Mentor Team as per project needs on Technical tools, Operational Processes & Procedures. Identifying improvement areas & implementing measures to maximize customer satisfaction levels. Defining new process and procedure for operations. Strong Process knowledge ITIL V-3 and good understanding of ticketing systems 3rd Party Vendor Management & Contract Negotiation Skills & Experience. Working with the client and operations teams to identify and manage service improvement activities Identify areas for improving customer satisfaction Identifying opportunities for automation, shift left. Good understanding of BOT, AI, cognitive agents Desired experience Preferably 10+ years plus of Industry experience with managing a team of over 50+ resources. 7+ years in managing service desk, service improvement programs, diverse teams including endpoint management, asset lifecycle and Field Support Operations. Should have managed large operations, handled automation, shift left, quality management functions Deployment of tools for Service Desk and FSO, maturity, adoption and value realization of tools One or two years as process specialist with strong understanding of ITIL processes Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system. Degree in Computer Science, Engineering, or Information Technology or equivalent. Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills. Excellent knowledge of product life cycle, tools, processes, and operations planning. Excellent customer service capabilities and attitude. Must be able to travel as needed. We offer a competitive package that includesLife insuranceMajor Medical Expenses InsuranceMinor Medical Expense InsuranceSavings Fund 13%Food vouchers 10%30 days as Christmas Bonus12 days of vacation in the first year, increasing 2 days as dictated by law.Additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.We need Fluent English