Operations Manager

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. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion.

Why Us

- 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 freedom and flexibility on the job, empowering our employees to make decisions
- 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
- We offer the opportunity to work with colleagues across the globe
- We offer comprehensive benefits for all employees
- We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect

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. Effective communication, technical expertise, and strong leadership skills are crucial for success.

Key Responsibilities:

- Client Relationship Management:

- Build and maintain positive relationships with clients.
- 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.
- Oversee the implementation and maintenance of security policies and procedures.
- Coordinate and manage service delivery teams
- Track key and critical performance indicators (KPIs, CPIs) and metrics related to service delivery.

- Team Leadership and Development:

- Provide guidance and support to team members.
- Foster a collaborative and high-performing team environment.
- 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.
- Coordinate incident response activities, ensuring timely resolution and communication.
- Conduct root cause analysis (RCA) to prevent future incidents.

- Continuous Improvement:

- Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.
- Stay up-to-date with industry trends, emerging technologies, and best practices.
- Implement process improvements and automation to optimize service delivery.

Skills and Qualifications:

- Excellent communication, interpersonal, and presentation skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Experience managing teams and fostering a positive work environment.
- Preferred proficiency in project management methodologies (e.g., Agile, Waterfall).

What we offer

- 12 vacation days
- Meal Support
- Saving Fund
- Multinational colleagues & projects
- Health & Life insurance for you and your family
- 30 days Christmas bonus

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