The Job

Subject Matter Expert (Support&Ops)

Logistik, försäljning och verksamhet · Leveranskedja och transport · Logistikhantering · Säljverksamhet

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I korthet

The Subject Matter Expert (Support&Ops) in Nagpur, Maharashtra, India, is responsible for strategic leadership and operational oversight of offshore service delivery. This role ensures contractual commitments, SLAs, operational excellence, and customer satisfaction while driving transformation through automation and process optimization.

Ansvarsområden

  • Own end-to-end service delivery accountability for offshore operations.
  • Ensure consistent achievement of contractual obligations, service levels, KPIs, and customer experience objectives.
  • Drive operational stability, service quality, and delivery excellence.
  • Provide leadership during major incidents, service escalations, and critical business-impacting events.
  • Establish a culture of accountability, proactive service management, and continuous improvement.
  • Build and maintain strong relationships with client stakeholders and business partners.
  • Act as the primary offshore escalation point for delivery, operational, and service-related matters.
  • Support executive governance, operational reviews, and service management forums.
  • Align offshore delivery objectives with client business priorities and strategic outcomes.
  • Ensure transparent communication regarding performance, risks, opportunities, and improvement initiatives.
  • Ensure adherence to contractual commitments, organizational policies, security requirements, regulatory obligations, and audit controls.
  • Govern delivery operations through defined service management frameworks, policies, and standard operating procedures.
  • Lead risk identification, mitigation planning, and operational compliance activities.
  • Ensure offshore delivery teams support business continuity, disaster recovery, resiliency, and security objectives.
  • Monitor service performance through SLA, KPI, customer experience, and operational metrics.
  • Support budget planning, financial governance, and contractual performance objectives.
  • Ensure resource readiness through effective recruitment, onboarding, succession planning, and skills development.

Krav

  • Service Delivery manager who owns the account, run operations and manage PnL.

Önskade kvalifikationer

  • ITIL Foundation / ITIL Managing Professional
  • PMP or PRINCE2 Practitioner
  • Lean Six Sigma Green Belt or Black Belt
  • Agile, Scrum, SAFe, or equivalent certifications

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career at HCLTech.
  • Find your spark at HCLTech.
  • HCLTech puts its people first.
  • Global technology company with over 223,000 people across 60 countries.
  • Industry-leading capabilities centered around digital, engineering, cloud and AI.
  • Broad portfolio of technology services and products.
  • Work with clients across all major verticals: Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
  • Consolidated revenues of $14.8 billion as of 12 months ending June 2026.
#Support#Operations#Service Delivery#ITIL#PMP#PRINCE2#Lean Six Sigma#Agile#Scrum#SAFe
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Senior

Platser

Nagpur, India

Sökande

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