Job description:

About HCL

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

About the job

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:

Process and Data Analysis and Improvement:

• Proactively detect and remediate recurring issues for Service Desk and On-site services before users are impacted.

Project Management:

• Bridge communication between regional IT leads and operational teams.
• Resource management – Act as a bridge for rollouts/new deployments, liaising between regional IT leads and OSS lead/Service Desk operations managers to ensure that adequate and well-trained staff is available to handle these projects.

Focus on Regional Requirements:

• Develop and maintain a deep understanding and knowledge of current global agreements and local regional setups.
• Support regional managers in promoting tools and IT processes to end-users.
• Address any specific regional requirements, ensuring alignment with global objectives.

User Experience:

• Continuously gain insights into users' needs and challenges to identify improvement initiatives.
• Focus on improving user experience and encourage the promotion of service desk usage.
• Collaborate with UX Specialist to improve User Experience.

Cross-function Collaboration and Communication and reporting:

• Collaborate closely with global and local stakeholders from NN and HCL.
• Act as a liaison between operations and client Regional IT leads to address any client concerns.
• Share and implement best practices across regions to drive consistency and efficiency.
• Represent the region in Monthly Business Review Meetings with customer, displaying value-add initiatives or process improvements.

Education and Experience

• 3-6 years of experience in IT service management, IT support, or a similar role.
• Experience working in global organizations or regional IT setups is highly desirable.
• Proven track record in managing IT projects and driving process improvements.

Technical Skills

• Expertise in ITSM tools such as ServiceNow; KCS certification is a strong advantage.
• Knowledge of Agile methodologies, and experience with collaboration tools, boards.
• Proficiency in analyzing trend reports and implementing data-driven improvements.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with stakeholders.
• Fluent in English (oral and written); proficiency in Danish language is a plus.

Additional Skills

• ITIL certification is a significant advantage.
• Familiarity with automation and shift-left strategies to streamline IT processes.
• Experience working in a 24/7 IT support environment.

Benefits

• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance.
• To know more about us visit – www.hcltech.com