Group Operations Manager

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Systemteknik · IT-support · DevOps

I korthet

Drive datacenter operations, including sys admin, storage, backup, and facility services, as a Group Operations Manager. You will be the primary point of contact for customers, responsible for process management, SLA ownership, service improvement initiatives, and managing the P&L for the account. This role requires strong customer-facing skills, outage management, and the ability to drive problems to permanent resolution.

Ansvarsområden

Drive datacenter operations including Sys Admin, Storage, and Backup.
Manage facility services and possess knowledge of networks.
Act as a customer-facing representative and a middleman between the customer and HCL.
Serve as the first point of contact for HCL and the customer.
Be responsible for process management and SLA ownership for specific BUs.
Lead service improvement initiatives and manage P&L for the account.
Set exceptions and expectations with the customer.
Drive outage management and ensure speedy resolution.
Analyze impact and add value through initiatives.
Ensure zero human error in the account.
Collaborate with internal support groups such as RMG, WPC, Finance, and GTS.
Provide details on revenue and resource forecasts.
Nominate team members for skill improvement academies.
Own problems, focusing on the stability of specific business units and driving issues to permanent resolution.
Drive problem management in the account.
Act as the primary point of connect and doorstep to the customer.
Ensure zero escalation, zero surprise, and negotiate effectively with the customer.
Redefine team structure if required.
Bridge the gap between vendors, change owners, and other stakeholders for timely issue resolution.
Act as a resource provider, ensuring the right vendors and resources are on call.
Present data to the Datacenter in charge regarding trends, improvements, and progress.
Drive projects and incidents.
Work closely with Business for pricing and other financial issues.
Directly interact with the customer BU to drive resolution.
Coordinate with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
Align with the Service Delivery team for timely response to escalations, issues, and concerns.
Own communication to the customer for incidents and action plans, working closely with the asset owner for resolution.
Create confidence in the customer.
Dedicate 50% of time to day-to-day operations, 20% to customer engagement, 20% to reporting, and 10% to dynamic reporting.
Discuss improvement areas with Vertical Leads.

Krav

Experience running a Datacenter including facility services.
Knowledge of Network.
Customer Facing experience.
Experience as a middleman between customer and HCL.
Experience as a 1st point of contact for HCL and Customer.
Experience in Process Management.
SLA Owner experience for specific BU.
Experience in Service Improvement Initiatives.
Experience Managing P&L for the account.
Experience Setting Exceptions and Expectations to the Customer.
Experience Driving Outage Management and ensuring speedy resolution.
Experience Analyzing Impact and doing Value Add.
Experience Ensuring ZERO Human Error in the account.
Experience working with Internal support groups like RMG, WPC, Finance, GTS etc.
Experience providing details of Revenue Forecast and resource forecast.
Experience Nominating members for academies for skill improvement.
Experience Owning Problems: Stability of specific business unit. Drive the issues to permanent resolution. Drive Problem Management in the account.
Experience as Point of Connect and Door Step to the Customer.
Experience Ensuring Zero Escalation, Zero Surprise and Negotiator with the Customer.
Experience Redefining team structure if required.
Experience Bridging between Vendors, change owners and other stake holders to ensure timely resolution to every issue.
Experience acting as a resource provider- Right Vendors and Resources on Call.
Experience Presenting data to the Datacenter in charge of specific geography with the trends, improvements and progress.
Experience responsible for driving projects, and incidents.
Experience working closely with Business for pricing and other financial issues.
Experience Directly interact with Customer BU and drive the resolution.
Experience coordinating with ITIL Leaders, Compute Team, and Service Delivery Leads for improvements and customer satisfaction.
Experience Aligning with Service Delivery team for timely response to escalations, issues and concerns raised by BU Stake Holders, business leads and Global Compute team.
Experience Owning the communication to Customer for incidents, action plan and works closely with the asset owner for resolution.
Experience Creating Confidence in Customer.

Önskade kvalifikationer

SD- Manager

Färdigheter

DatacenterNetworkProcess ManagementSLAP&LITIL

#Operations Management#Datacenter Management#Customer Facing#Process Management#SLA Management#Service Improvement#P&L Management#Outage Management#Problem Management#Vendor Management#Project Management#Incident Management#ITIL#Service Delivery

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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