|詳細内容||SERVICE LINE MANAGER|
The Service Line function with the End User Computer SBU is focused on the delivery of EUC services to customers, with the Regional Service Line Manager as the key interface between the customers, the customer focused delivery teams and the rest of the HCL organisation. The vision for the Business Unit is to be the Best-in-Class End User Computing Services provider that creates Business Value for our customers, a great personalized service experience for end users and build a work culture of innovation & collaboration to harness the potential of our employees and partners.
The Business Units Mission is to work with our Customers to provide:
Predictable services: anytime, anywhere, any device,
new industry benchmarks aligned to business outcome,
innovation that helps in adopting new technologies for improved end user productivity,
through our global eco-system, thereby providing competitive differentiation for our customers and a sustained profitable growth for our business.
Each Service Line Manager has a number of dedicated accounts where they work, with the track leads and SDMs in the delivery organization and other groups within the SBU to ensure that service meets expected levels of service and that continual improvement and service excellence are core to the ways of working.
A good knowledge of HCL processes and methodologies (such as ASSeT), experience of large scale service delivery and transition projects, a high degree of cultural sensitivity and excellent communication skills are critical for the role.
ROLES AND RESPONSIBILITIES
The primary objectives of the Role are
Within assigned account encourage a culture and environment where cross-account and cross-function collaboration, innovation and excellence is the norm
Working closely with delivery teams, Implement standard best practice in target accounts to deliver consistent service delivery and exception customer satisfaction
Build strong and lasting relationships with internal and external customers, and key delivery partners by meeting with then on a regular basis to listen to their needs and concerns, to discuss our service roadmaps and evangelise HCL capability
Align our Service Delivery process to meet the client business requirements on a continual basis & foster solution innovation to solve client issues
Reduce the cost of delivery by standardisation of Service Delivery processes and technology solutions
Implement standard governance, reporting and escalation processes across responsible accounts
For assigned projects ensure successful execution of Due Diligence and Transition to BAU
Coach Track Leads and SMEs in assigned accounts focusing on both technical and management capabilities
EDUCATION AND EXPERIENCE
Degree in computer science or equivalent
10+ years of experience in IT Infrastructure services management in various End user computing functions
ITIL foundation certified
Managed clients directly for distributed service delivery
Managed virtual teams distributed across geographies
Experience in handling transition and transformation projects on various areas of End user computing for clients in various geographies
Project management certification
Managed projects on continuous improvement using methods such as six sigma
SKILLS AND ABILITIES
Demonstrated capabilities and self motivated for Improvements, Innovation and Transformation
In depth technical skills on atleast 2 areas Servicedesk, Active Directory, Messaging (Exchange / Lotus Notes), Field Support, Client Application Management (Software Distribution, Packaging and Distribution tools), Citrix/VDI
Global cultural awareness is required
Demonstrated matrix-management skills are required"