Tower Lead - Program & Project Management
Logistics, Sales & Operations · Program Management · Project Management
In short
The Tower Lead for Support & Operations ensures timely resolution of escalations, adherence to SLAs, and delivery of services per SOW. This role drives initiatives to enhance operational efficiency and customer satisfaction, and implements profit improvement plans.
Responsibilities
- Generate revenue through effective project executive strategies and DMO methodologies.
- Ensure all tasks, responsibilities, and escalations are resolved in accordance with agreed SLA norms.
- Oversee operational hygiene by validating reports and ensuring services delivered meet SOW standards.
- Promote positive customer satisfaction by developing and implementing new initiatives.
- Oversee and implement the Profit Improvement Plan (PIP) through strategic levers like automation.
Requirements
- In-depth knowledge of Project Management principles and methodologies.
- Strong understanding of DMO practices and frameworks.
- Proficiency in operational management and customer service excellence.
- Excellent analytical and reporting skills to validate operational hygiene.
- Strong leadership and communication skills.
Desired Qualifications
- Project Management Professional (PMP) certification is optional but valuable.
- Certified Scrummaster (CSM) is optional but valuable.
- ITIL Foundation certification is optional but valuable.
Benefits
- Supercharge your potential.
- Find your career.
- Find your spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
#Program Management#Project Management#Support#Operations#Escalations#SLA#Reporting#Customer Satisfaction#DMO#Profit Improvement
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Lucknow, India
Applicants
Be an early applicant