Global success Manager - Bengaluru, India - HCLTech

    HCLTech
    HCLTech Bengaluru, India

    2 weeks ago

    HCLTech background
    Technology / Internet
    Description

    We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

    The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

    If this sounds like an environment youll thrive in, then youre in the right place. Join our summer internship program; connect and learn from colleagues across the world while gaining impressive experience and knowledge in the tech industry.

    Your Role & Responsibilities

    The Senior Client Service Manager (Sr. CSM) provides overall service relationship governance and acts as the Customers trusted partner to provide oversight of the services provided by Customer . The Sr. CSM is accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer.

    This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The Sr. CSM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging new relationships. The Sr. CSM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the Sr. CSM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLAs), Operating Level Agreements (OLA) and Underpinning Contracts (UC's) for the Client Services.

    Additionally, the Sr. CSM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the Sr. CSM role is to partner with Customers and to be an extension of the Customer's staff.

    Responsibilities include:


    • Financial Management - coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.


    • Service Delivery – govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)


    • Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer's IT Services Demand...


    • Service Transition – own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.


    • Continual Service Improvement (CSI) – implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.


    • Candidate for the role described above will also be responsible for Customer specific deliverables and performance objectives as set by the organizational leader at the beginning of each year.

    Skills and qualifications:


    • Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)


    • Preferred ITIL v3 Foundations Certified, or completed within 6 months of start date. ∙


    • Minimum 5 years' experience in Customer Service, Project Management and/or Telco


    • Must have strong interpersonal skills


    • Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job. Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.


    • Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment.

    How You'll Grow

    At HCLTech, we offer continuous opportunities for you to find your spark and grow with us. We want you to be happy and satisfied with your role and to really learn what type of work sparks your brilliance the best. Throughout your time with us, we offer transparent communication with senior-level employees, learning and career development programs at every level, and opportunities to experiment in different roles or even pivot industries. We believe that you should be in control of your career with unlimited opportunities to find the role that fits you best.

    Why Us – HCL DPO


    • We are one of the fastest-growing large tech companies in the world, with offices in 60+ countries across the globe and 222,000 employees


    • Our company is extremely diverse with 165 nationalities represented


    • We offer the opportunity to work with colleagues across the globe


    • We offer a virtual-first work environment, promoting a good work-life integration and real flexibility


    • We are invested in your growth, offering learning and career development opportunities at every level to help you find your own unique spark


    • We offer comprehensive benefits for all employees


    • We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect

    Equality & Opportunity for All

    Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law