Service desk managerHCL Technologies Limited

Job Description
Job Highlights
HMO on Day 1 (with 3 free dependents)
Job Description
The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery
Delivery Management
Ensure seamless delivery of the projects
Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement
Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs
Ensure 100% compliance to Project SLA's, information security protocols and etc. (all customer's contractual obligations)
Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
Drive various project related audits like quality, customer, ISO etc. and ensure zero non-compliance
Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
Regularly audit quality (SD) status of delivery and engage SD team to ensure adherence to Quality Assurance standards and processes
Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms
Ensure expected ramp down (ERD) compliance as committed in MSA
Client Relationship Management
Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients
Conduct regular customer connects (meetings/ visits/ video-conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customer's current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
Identify and close early warnings on a project to avoid any customer escalations
Plan and conduct Quarterly Business Reviews (QBR) along with DM's/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/opportunity within the account
Design and monitor project performance dashboards/ reports with the clients periodically
Delivery governance across the project
Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project
Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan
Review and monitor revenue allocations/ realization to avoid OB revenue leakage
Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at project/ program level during reviews highlighting any critical project escalations and potential risk
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
mployee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team
Facilitate rewards and recognition to acknowledge the high performers in the team