DEPUTY GENERAL MANAGER | Chennai | HCL Technologies

DEPUTY GENERAL MANAGER | Chennai

JOB DESCRIPTION

DEPUTY GENERAL MANAGER | Chennai

Job Summary

LOCATION: Chennai
DESIGNATION: DEPUTY GENERAL MANAGER
QUALIFICATION:
WE NEED ONLY FEMALE RESOURCE.
Opening for Service Excellence Head :
Service Excellence Head is a Sr management layer with high degree of Ownership and Accountability. Position will manage Service delivery excellence and operations for more than few US based customers of a specific region, working closely with leaders and management stakeholders at Customer and HCL.
Direct Responsibilities
• Sole Owners to meet Key performance parameters in
1- Delivery excellence – Automation, Continuous improvement, Value add initiatives and Internal compliances, Contractual obligations, SLA parameters, ACSAT score
2- Operational Excellence - Build teams and manage People parameters like Utilization, Attrition; Hygiene and internal compliances
3- Financial parameters - Gross margin targets
4- Customer Management - Relationship at multiple levels of customer organization
5- Collaboration - with Account management teams in managing governance; Qualify Business expansion opportunities and contract related efforts
Experience – Mandatory
• Minimum 13-15 years of experience with the most recent 3-4 years in leadership position, managing a delivery team in end-end IT infra services delivery and Operations
• Budgeting and P/L management of business portfolio of US $30M
• Travelled/Worked in US regions for cultural understanding
• Senior CxO/VP level mapping on the customer side
• Contract review, documentation and negotiation experience
• Strong Technology Landscape Understanding of all service lines
o Global delivery models including managed services
? in Datacenter and End User Compute domains
? Enterprise Management Tools used in ITSM processes
• Strong People practice credentials in engagements and management of tech/delivery team sizes of 300 minimum.
• Leadership experience for Governance, Dashboard based reporting
(1.) To oversee all technical initiatives taken up for customer projects and drive quality compliance during Implementation & Operations phases of all the projects of the assigned Service Line (2.) To effectively drive multiple teams in ensuring quality technical deliverables delivered for respective services for multiple accounts (3.) To manage all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. (4.) To drive new Technology Best practices/Account plans for SIP's and CIP's which will improve agreed SLA's and target CSAT of the Service Line (5.) To effectively identify new projects and overall manage the existing service improvement projects through proactive monitoring & tracking of project progress.
SKILLS:
BE/B.Tech (Hons)
EXPERIENCE: >11 Years
NO. OF POSITIONS: 1