Job description:

We are a $13+ billion global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, and AI, powered by a broad portfolio of technology services and products.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

Business productivity Manager

Business Productivity Manager is responsible for client relationship management and liaising with the customer regional IT lead to provide superior quality of support to customer end users. Role Overview: The Business Productivity Manager will serve as a key liaison between regional IT teams, service operations, and end-users, ensuring seamless delivery of IT support services. The role focuses on enhancing user experience, addressing recurring issues, and implementing improvement initiatives to align with both global and regional objectives.

Responsibilities and Duties:

Optimize IT Processes & User Support

• Proactively identify and resolve recurring IT issues before they impact users.
• Analyze trends and implement data-driven solutions to improve service quality.
• Drive automation and shift-left strategies to reduce repeat incidents and streamline operations.

Project & Change Management

• Act as the key liaison between regional IT leads and operational teams.
• Ensure smooth onboarding of new IT services and manage change initiatives.
• Coordinate resource planning for rollouts and deployments.

Enhance User Experience

• Gather insights on user challenges to drive IT service improvements.
• Promote self-service solutions and enhance service desk efficiency.
• Work with UX Specialists to refine the digital experience for end-users.

Collaboration & Strategy Execution

• Work closely with global and local stakeholders, including client Regional IT leads.
• Represent the region in Monthly Business Review Meetings, showcasing initiatives and improvements.
• Share and implement best practices across regions for efficiency and consistency.

Qualifications and Skills

Education and Experience

• Bachelor’s degree in IT, Computer Science, Business Administration or a related field.
• 3-6 years of experience in IT service management, IT support, or similar roles.
• Prior experience in global/regional IT environments is highly desirable.

Technical Skills

• Expertise in ITSM tools (e.g., ServiceNow); KCS certification is a plus.
• Familiarity with Agile methodologies and collaboration tools.
• Strong data analysis skills for trend reporting and process improvements.

Soft Skills

• Outstanding communication & stakeholder management skills.
• Problem-solving mindset with strategic decision-making abilities.
• Ability to balance multiple priorities in a fast-paced, global environment.
• Fluent English.

Additional Skills

• ITIL certification is a strong advantage.
• Understanding of automation strategies for IT support processes.
• Understanding of automation strategies to optimize IT service management

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• To know more about us visit – www.hcltech.com