IT Infrastructure Service Delivery Manager @ Cary, NC - HCLTech

HCLTech Cary, United States

1 week ago

Technology / Internet

Description

Role: IT Infrastructure Service Delivery Manager

Location: Cary NC

Job details

The ideal candidate would have In-depth experience in IT Infra Services Delivery, Managing Stakeholder – Customer Relationship, Customer Communication and Escalation Management.

Skill Set Requirements:

Strong Leadership skills.
Strong Communications & Presentation Skills (Verbal and Written)
Enterprise Client Experience.
Financial Business acumen.
Ability to foster relationships and present to C-Levels within the Client Organization.
Advanced skills in Microsoft Office product suite (PowerPoint, Excel & Word).
Experience in Service Management related to Managed Services, CPE, Security, Applications, Hosted / DCS Services, IT Services, Unified Communications. Monitoring Tools
Ability to manage and negotiate with required internal and external organizations.

Key Responsibilities include:

This position is responsible for Operations and Delivery commitments and Resources to ensure profitability for HCL is achieved, customer satisfaction is met, and global corporate policies are adhered to.
Regular and Proactive customer communications to ensure all customer concerns are addressed readily.
Own and Drive governance framework committed under service levels agreement and contracts.
Maintain and publish status reports for Incidents, Service Requests and Estimation/Solutions.
Ensure all reports are developed and distributed as required by the contract.
Serve as the senior-level escalation point for network operations to resolve critical incidents
Maintains policy and procedures manual, conducts monthly service review meetings with key stakeholders

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