Service Delivery Manager

4 weeks ago


Los Angeles, California, United States HCLTech Full time

HCLTech seeks highly talented Service Delivery Managers to drive technological innovation through expertise and creativity.

Key Responsibilities

  • Oversee daily operations of AMS SCM team and participate actively
  • Mentor and guide team members with oversight, coaching, and support
  • Be point of contact for escalations and ensure prompt resolution
  • Analyze data and implement process improvements
  • Communicate escalated issues clearly and effectively
  • Monitor team performance and report on key metrics
  • Ensure all customer inquiries and issues are resolved correctly and promptly
  • Participate in P1P2 calls and maintain open communication
  • Track and report on SLAs, contractual commitments, risks, and share insights
  • Optimize costs by implementing relevant solutions and strategies

Requirements

  • Minimum 15 to 20 years of experience in IT service delivery
  • ITIL certification or excellent knowledge of ITIL framework processes
  • Experience in managing AMS production support with exposure to SCM


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