Senior IT Service Delivery Manager

5 days ago


Houston, Minnesota, United States HCL Technologies Full time
Job Title: Associate Vice President of IT Operations

Job Summary:
We are seeking an experienced Associate Vice President of IT Operations to oversee the delivery of integrated IT services, ensure operational excellence, customer satisfaction, and alignment with the company's strategic goals. This role is crucial in ensuring seamless integration, operation, transformation, and support of IT services. The ideal candidate will have a robust background in business support and demonstrate a commitment to excellence in service delivery.

Key Responsibilities:
• Service and Project Management: Proficiency in managing and delivering IT services, including knowledge of ITIL frameworks. Oversee the comprehensive delivery of IT services, including applications and infrastructure to the designated client. Monitor and manage service levels, performance metrics, and ensure adherence to Service Level Agreements (SLAs) and Statement of Works (SOW).
• Project Management: Understanding of Project Management Professional (PMP) principles and practices.
• Strategic Planning: Capability to develop and implement effective service delivery strategies.
• Risk Management: Identifying potential risks and mitigating potential risks related to service delivery and client satisfaction.
• Negotiation: Skills in negotiating contracts and Service Level Agreements (SLAs) with clients.
• Review and Reporting: Continually review all aspects of service delivery and work with all lines of business to define and implement continues service improvement. Conduct regular reviews and assessments of service delivery processes to ensure alignment with client needs and industry standards. Submit consolidated engagement status reports to the customer and the Delivery Governance Council.
• Issue Resolution: Address and resolve delivery issues within the division promptly.
• Financial Management: Achieve target project margins and drive service improvement initiatives to enhance financial performance.
• Business Acumen: Strong business sense to understand the financial implications of service delivery decisions and to contribute to the overall business strategy.
• Delivery Oversight: Ensure seamless delivery across all service lines, maintaining high standards of service and customer satisfaction.

Requirements:
• Agile Methodologies: Experience with agile methodologies to enhance flexibility and responsiveness in service delivery.
• Leadership, People and Culture: Lead and mentor a team of IT professionals globally, ensuring high performance and professional growth. Coordinate with different lines of business, including Digital Business Services and Digital Foundation Services, to ensure cohesive service delivery. Resolve conflict between different lines of business to meet customer expectations and internal goals. Manage End to End P&L and support sales growth plans to profitably expanded the business. Allocate and optimize resources effectively to support service delivery and execution. Collaborate with line of business leaders to develop and execute annual performance improvement plans. Leverage service lines in collaboration with sales to bring innovation and transformation to operations and generate value for the client.
• Client Management: Act as the primary delivery point of contact for the client, consistently meeting their needs.

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