Transformation Lead

3 weeks ago

London, Greater London, United Kingdom HCLTech Full time
Job Title: Transformation Lead

About the Role:

We are seeking a highly skilled Transformation Lead to join our team at HCLTech. As a Transformation Lead, you will be responsible for leading the design and implementation of automation models, optimizing business processes, and creating new operating models. You will also be responsible for training end-users to bring about cultural change.

Key Responsibilities:

* Lead the design of automation models using end-point tooling data, implementing best practices, and optimizing business processes.
* Implement optimized delivery models, leading to an increase in incident resolution, improving First Call Resolution (FCR), reducing Mean Time To Resolve (MTTR), and shifting left.
* Focus on Shift Left, self-help, and self-heal, proactive and predictive resolutions using tools and technology, including Systrack.
* Operationalize a self-healing/self-servicing digital solution using Robotic Process Automation (RPA) that assists employees to resolve most system and application issues without assistance from the IT support team.
* Set up a council to drive adoption of automation, remotization, and standardization.
* Understand IT Service Desk operations and have past experience of implementing and enriching Chatbots, incident reduction, shift left, and automation tools.
* Coordinate resolution of technical escalations associated with deployed products under the scope of the team and work closely with Architects and Subject Matter Experts (SMEs).

Requirements:

* The Transformation Lead profile will be a senior profile who will need to manage IT transformations end-to-end.
* Working knowledge and understanding of Systrack tool.
* Ability to interact with CIO/Infrastructure Director.
* Preferably 8+ years of industry experience.
* At least 6+ years of End User Computing (EUC) experience.
* Strong Leadership, People, and Customer relationship skills and drive to push things within and outside the system.

Education/Expertise:

* Degree in Computer Science, Engineering, or Information Technology or equivalent.
* Minimum of 8 years of IT EUC experience.
* Demonstrated success with unit-based application planning and development, project management, and policy development.
* Excellent analytical, planning, project management, problem-solving, negotiation, and organizational skills.
* Excellent customer service capabilities and attitude.
* Must be able to travel as needed, sometimes as much as 10%.

Benefits:

* A supportive, diverse, and global team with a brilliant culture.
* Competitive compensation and benefits that include up to 20 days' vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.

About Us:

HCLTech is a globally recognized leader in the Tech and IT industry, but we've never forgotten the startup mindset that got us here. We've always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea's single spark. We embrace diversity and equality in the workplace.

How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please visit our website at www.hcltech.com to learn more about this opportunity and how to apply.

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