We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
Your Role & Responsibilities:
The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.
Responsibilities
* Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
* Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
* Relationship Management
* Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
* Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
* Operational / Performance Management
* Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
* Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
* In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
* Identify ongoing benefits, opportunities, and innovation for continual service improvement
* Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
* Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
* Participate in business meetings and general inputs in day-to-day improvements
Qualifications & Experience
Minimum Requirements
* Bachelor's / Masters degree or equivalent in related field
* Power Point, Excel, Outlook, Word, Microsoft Teams
Professional Certifications
* ITIL V3/v4 certification
* CISCO CSM
Competencies/Skills
* Communication Skills
* Creativity and innovation
* Adaptability & Flexibility
* Vision and Strategy
* Developing Others and Themselves
* Organizational Awareness
* Conceptual Thinking and Problem Solving
* Action Management
* Business Planning and Resource Management
* Financial & Budgeting Management
Required Language Thresholds:
Italian (C2: Native-Level Fluency)
English (B2: Independent User Level)
Why Us
* Permanent contract
* Competitive salary
* Private health and life insurance from day one in the company
* Working hours: Monday to Friday, day shifts
* Hybrid Work Module
* Meal allowance on card/voucher
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.
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