Director of Service Operations

17 hours ago


Richmond, Virginia, United States HCL Technologies Full time

As a key member of HCL Technologies, we are seeking an experienced Director of Service Operations to lead our resource management, utilization, billing, and reporting efforts. This role requires a strong focus on employee retention, training, and transformation initiatives.

The ideal candidate will have experience working with the Transformation and Consulting group to implement new technologies, reduce business impact of outages, and enhance operational efficiencies. Key responsibilities include:

  • Automation in Service Delivery: Implement automation tools to streamline service delivery processes and improve efficiency.
  • ITIL Process Definitions and Implementation: Develop and implement ITIL processes to ensure consistent and high-quality service delivery.
  • Employee Retention and Motivation: Design and implement strategies to retain and motivate employees, focusing on growth and development opportunities.
  • Leadership Development: Identify and groom talented employees from L1 to L2, L2 to L3 within specific timelines.
  • Value Addition to Customers: Work closely with the Transformation and Consulting group to deliver value-added services to customers, including architecture gap assessment studies, implementation of new technologies, consolidation or virtualization opportunities, cost savings through better solutions, and overall SLA management.

We offer a competitive salary range of $120,000 - $180,000 per annum, commensurate with experience, as well as a comprehensive benefits package.



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